Overview
Work History
Education
Skills
Awards
Languages
Timeline
Generic

Jenny Vasconez

Overview

24
24
years of professional experience

Work History

Financial Institution Global Service Manager, VP

Citibank
09.2022 - Current
  • Responsible for a portfolio of highest intensity platinum clients acting as their advocate and owning the client experience relationship end to end across geography and product.
  • Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
  • Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes.
  • Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client's business and unique requirements. Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners (e.g. Service, Investigations, CitiDirect / CitiConnect).
  • Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
  • Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners). Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
  • Acts as client advisor in the client's interest while driving cross-regional & cross-functional process improvement opportunities.
  • Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
  • Develops end-to-end capability, infrastructure & process improvement plan to support improved quality service.
  • Serves as a mentor for junior teammates, may serve as “deputy” to Group Manager
  • Leads global/departmental initiatives and process improvements including VOC.

Coordinator for the NA Funds & NY Agency Banks Team, AVP

Citibank
09.2014 - 09.2022
  • Act as Team Coordinator and a back-up for the Section Manager
  • Manage a diverse portfolio of client relationships and ensure clients are satisfied with Citi products and services.
  • Act as an escalation point for business unit's clients and cross functional partners.
  • Prioritize and coordinate daily workflow to ensure operating efficiencies are achieved, productivity levels are met, and metrics reflect quality delivery.
  • Trend and analyze opportunities for client experience optimization, process efficiencies and risk mitigation including revenue leakage
  • Manage and own escalations through to resolution including root cause analysis, identify fix, and preventative measures.
  • Drive change across functions/regions to improve the client experience.
  • Provide superior service and timely resolution for complex issues.
  • Lead member on client conference calls, service reviews, and client scorecard reviews.
  • Train others and provide feedback to ensure 100% cross training for all staff.
  • Perform regulatory, audit and control assessments.

Client Service Manager, AVP

Citibank
09.2010 - 09.2014
  • Drive metrics and participate in communication sessions with all constituents about the metrics.
  • Establish, provide input and track operational metrics and service level requirements to achieve business goals.
  • Identify potential enablers and barriers to success through root cause analysis and drive improvement projects.
  • Drive team to deliver against improved client satisfaction scores, revenue goals and expense reduction initiatives.
  • Oversee the roadmap for a successful relationship with a client by understanding the client's service needs and gaps in delivery.
  • Conduct weekly and monthly client Service visits and reviews to identify and implement root cause solutions, promoting proactive problem resolution.
  • Attend customer meetings with Client Managers and Sales as requested.

Sr. Client Service Officer

Citibank
10.2009 - 09.2010
  • Provide client service support for Top Tier client Morgan Stanley amongst other customers.
  • Handle all incoming cash investigations for client across all products and queries surrounding wire transfer and ACH investigations.
  • Lead on quality monthly review and analysis of cash investigations processed by Center of Excellence Space. Drive to increase quality, report findings to enhance workflow, and implement any changes in process.
  • Successfully continue to support the Morgan Stanley relationship and the MSSB Smith Barney Joint Venture on several phases of the migration.
  • 2011 - Present - IVR Project: Review of BRD and FRD documents, UAT testing, weekly forum, provide feedback and assist in piloting into the NYSC. Phase 1 was 100% completed.
  • 2012-CSST Project (new) Client Solution Set Project - Participating in forum where technology is building an internal repository of global client information including projects implemented; applications used, and message flows. Will entail weekly calls hour calls, BRDs, FRDs (much reading) and feedback on Product Launch framework.
  • Monitor client and look to streamline and implement process improvements beneficial on our end or the client's.
  • Currently working with (STARS Team) and other billing support units to ensure a customizable readily available billing report is available to roll out for the NYSC. Currently UAT testing is in progress for rollout into the Center before the 4th QTR. This will enable all CSRs to have access to the customer account analysis if necessary.

Assistant Vice President

HSBC GLOBAL ASSET MANAGEMENT (USA) INC.
02.2007 - 07.2009
  • Liaise with traders, custodians, prime brokers, Fund Administrators, Brokers, and internal clients.
  • Handle trade exceptions and queries for GEM bond and Fixed Income Derivatives portfolios.
  • Provide trade support including trade settlement, fails, and trade capture.
  • Reconcile stock and cash balances for each portfolio on Bloomberg Portfolio Order Management System (POMS).
  • Responsible for cash management including margins, income and dividend posting, and fund share subscriptions/redemptions to portfolios.
  • Action and process Corporate Actions to portfolio(s) when required.
  • Sign and approve long form ISDA documentation and process DTCC affirmations.
  • NAV and fixing report analysis daily to ensure compliance within regulatory SLA standards.

Global Derivative Operations Team Leader

Citigroup Global Markets Incorporated
01.2002 - 02.2007
  • Supervised ten individuals for the Fixed Income Post Settlement team supporting all Derivative transactions.
  • Prioritize transaction workflow and cash flow queues associated with trade discrepancies, system issues, non-receipts and failed payables for the team in effort to evaluate and rectify input errors and unrecognized transactions to minimize risk exposure to the firm, secure deadlines, and meet regulatory requirements.
  • Conduct weekly team forum to address objectives in a productive and efficient manner, create a uniform workload distribution approach, request feedback on volume and recurring issues observed by each Derivative Specialist to identify and implement improvements and enhancements for maximizing efficiency and minimizing risk.
  • Liaised with Interest Rate Options Middle Office to assist in prompt resolution of trade discrepancies. Managed to decrease current and backlog exceptions by 90% for the Derivative space.
  • Managed and accomplished a 65% break reduction on Fixed Income team.

CSR

Citi
06.2001 - 01.2002
  • Client Service Representative for LATAM and CEEMEA account holders.
  • Proactively analyzed and resolved wire transfer investigations received from branches and financial institutions.
  • Handled check investigations, interest rate claims, and back value entries.
  • Knowledge of operations within banking infrastructure needed in order to provide excellent client service.
  • Placed on migration project as Subject Matter Expert and traveled to India to train on the CSR model.

Education

Bachelor of Arts -

Columbia University, Columbia College
New York, NY
01.1997

Business Career Initiative Program

Columbia University, School Continuing Education
New York, NY

Skills

  • Microsoft Office Applications
  • Proficient in USD Clearing
  • SWIFT
  • Fixed Income ISDA Definitions and 2003 ISDA Credit Derivatives Definitions
  • FXALL
  • DTCC
  • Bloomberg
  • CHIPS Rules on Interbank Compensation
  • Process Development and Improvement
  • Relationship and Client Management
  • Customer Service Management
  • STARS
  • Treasury & Cash Management
  • TTS Product Knowledge
  • Fluent in Spanish

Awards

Recipient of four Citicorp Service Star Derivatives Awards, Citicorp TOPS Award, 10 Years of Recognition, 25 Years of Recognition, Recipient of two Employee of the Month Award (2012), Team Award (2011), Dazzle Rave Award (2017)

Languages

Spanish
Native or Bilingual

Timeline

Financial Institution Global Service Manager, VP

Citibank
09.2022 - Current

Coordinator for the NA Funds & NY Agency Banks Team, AVP

Citibank
09.2014 - 09.2022

Client Service Manager, AVP

Citibank
09.2010 - 09.2014

Sr. Client Service Officer

Citibank
10.2009 - 09.2010

Assistant Vice President

HSBC GLOBAL ASSET MANAGEMENT (USA) INC.
02.2007 - 07.2009

Global Derivative Operations Team Leader

Citigroup Global Markets Incorporated
01.2002 - 02.2007

CSR

Citi
06.2001 - 01.2002

Bachelor of Arts -

Columbia University, Columbia College

Business Career Initiative Program

Columbia University, School Continuing Education

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Jenny Vasconez