JENNIFER LAINHART
St Augustine,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Operational Risk Senior Manager
Citibank, NA
Jacksonville, FL
02.2022 - Current
- Performed data analysis to uncover interesting trends.
- Translate advanced business analytics problems into actionable data recommendations.
- Combined business processes and technical/data information in business requirement documentation.
- Act as liaison between operations subject matter experts and Data Transformation execution team.
- Recommend ways to improve data quality and process improvement.
OPERATIONAL RISK OFFICER
Citibank, NA
Jacksonville, FL
04.2020 - 02.2022
- Provide ongoing Manager’s Control Assessments (MCA) support for US Consumer Analytics Assessment Units (AU) and MCA Governance Entity (MGE)
- Coordinate risk and control Quarterly and Annual Risk Assessments for 3 quarters in 2020 and 4 quarters in 2021
- Conduct annual control and monitoring design assessments to determine effectiveness in mitigating significant inherent risks
- Support internal audits, compliance testing, and operational risk management reviews
OPERATIONAL RISK SR ANALYST
Citibank, NA
Jacksonville, FL
05.2018 - 04.2020
- Oversee the operational risk framework across Branch, Chief Administrative Office, and Product assessment units
- Coordinate comprehensive and consistent Risk and Control Annual and Quarterly Assessments
- Support transition of a global risk and controls framework by reviewing data integrity and training business stakeholders
- Prepare periodic risk and controls reporting and provide appropriate feedback for senior management
OVERSIGHT ANALYST
Citibank, NA
Jacksonville, FL
03.2017 - 05.2018
- Created insightful and accurate risk performance reports using multiple data sources and distributed monthly and quarterly for Branch Oversight Function
- Supported strategic projects and completed ad-hoc requests for reporting and analysis from Branch Channel leadership as needed
- Assisted MCA Coordinator with Control Monitoring Design Assessments in preparation for Annual Risk Assessment
UNIT MANAGER
Citibank, NA
Jacksonville, FL
09.2015 - 03.2017
- 2015 Talent Acceleration Program - Cohort C participant
- Worked as a Cards Customer Service Unit Manager in New to Citi (1st rotation) and Costco Customer Service (2nd rotation)
- Provided feedback and coaching to agents on soft skills, strategies to improve NPS scores, and scorecard metrics including call handle time, compliance
- Created reports to monitor number of escalation calls and timeframe to resolution
PROJECT ANALYST
Citibank, NA
Jacksonville, FL
01.2013 - 09.2015
- Improved reporting by collaborating with Mortgage Processing Managers to identify gaps in reporting and provide feedback to MIS teams to update reporting to fit current business needs
- Provided ad-hoc analysis and data to senior leadership
- Created presentations and job aids to train Processors and Managers on new reports and intended functionality
REPORTING ANALYST
Enhanced Recovery Company, LLC
Jacksonville, FL
10.2010 - 01.2013
- Maintain daily, weekly and monthly reports to present to Operations Managers and Senior Leadership to highlight trends in client portfolios performance
- Analyzed dialer statistics for capacity planning and worked with collections managers to ensure proper coverage
- Worked closely with Compliance and Quality Control departments to create action plans and remediate issues to address performance issues
Education
B.A. - Marketing
MURRAY STATE UNIVERSITY
05.2005
Skills
- Strong written and oral communication skills
- Extensive experience with
- Microsoft Word, PowerPoint, SharePoint and Access
- Proficient with Microsoft Excel
- Experience with databases and SQL
- Strong attention to detail and analytical skills
Timeline
Operational Risk Senior Manager
Citibank, NA
02.2022 - Current
OPERATIONAL RISK OFFICER
Citibank, NA
04.2020 - 02.2022
OPERATIONAL RISK SR ANALYST
Citibank, NA
05.2018 - 04.2020
OVERSIGHT ANALYST
Citibank, NA
03.2017 - 05.2018
UNIT MANAGER
Citibank, NA
09.2015 - 03.2017
PROJECT ANALYST
Citibank, NA
01.2013 - 09.2015
REPORTING ANALYST
Enhanced Recovery Company, LLC
10.2010 - 01.2013
B.A. - Marketing
MURRAY STATE UNIVERSITY
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