Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
Generic
Lori Hans Felegy PMP®, CSM®

Lori Hans Felegy PMP®, CSM®

Valrico,FL

Summary

People oriented leader with diverse global financial services background. Expertise in managing multisite operations, service delivery, and technology teams to achieve key business objectives while optimizing expenses. Proven ability to leverage program management, strategic relationships and product ownership skills to deliver successful project outcomes.

Overview

30
30
years of professional experience

Work History

Client Service Director

JPMorgan Chase
Tampa, FL
09.2023 - Current
  • Client service and relationship management for 600+ Technology, Media, and Communication clients generating $1.4 billion in annual revenue.
  • Met or exceeded KPIs leading to 96% satisfaction score.
  • Advanced knowledge of global treasury services, liquidity and payments business

Learning Product Line Lead, Executive Director

JPMorgan Chase
Tampa, FL
06.2018 - 09.2023
  • Product Ownership for Technology and Agile learning curriculum to support infrastructure modernization, product operating model transformation and re-skilling.
  • Vendor management for 7 third party content solutions and 13 instructor led relationships where total spend is $9+Mil/year.
  • Influence, plan and deliver firm-wide learning business solutions in a complex stakeholder environment with rapidly changing priorities.

KYC Product Owner, Executive Director

JPMorganChase
Tampa, FL
05.2017 - 06.2018
  • Program management for improvements related to the Holistic Consent Order, Local Due Diligence and HTML5 user experience uplift.
  • Product Owner for strategic Wholesale Client On-boarding Know Your Customer (KYC) application.
  • Drove thought leadership on FinTech innovation, contract negotiations, market analysis and software evaluation.

Technology Director, Executive Director

JPMorganChase
Tampa, FL
03.2012 - 06.2017
  • Led project initiation, business analysis, application development, quality assurance and project management teams for CIB Billing Technology enabling $2.2Bil annual revenue.
  • Planned, forecasted and monitored vendor expenses, infrastructure and internal spend for a global project portfolio of $13Mil, 80+ FTE/FTC in 2 global locations.
  • Program Management, Vendor Management, Strategy and Global Delivery experience in an Agile environment.
  • Successfully delivered IBL to TSB Migration, Global Liquidity Rewards Program and International Cross Branch Billing Settlements.

Senior Operations Manager FX and Canada, Vice President

JPMorganChase
Tampa, FL
02.2009 - 03.2012
  • Led FX treasury activities for payment processing and customer service, inclusive of call center, for 130+ currencies.
  • Planned, managed and executed operational strategy for $8Mil, 100+ FTE in 3 global locations.
  • Successfully executed system migrations and strategic initiatives: Payment Processing, Liquidity, Disbursements and DDA.

Operations Manager Global Clearing, Vice President

JPMorganChase
Tampa, FL
06.2007 - 02.2009
  • Led activities in support of EMEA/APAC Payment Processing, Service, Funds Control.
  • Successfully met global transaction cutoffs and position funding associated with 50+ currencies across multiple branches.
  • Ensured service levels, holdover targets, cash positions and reconciliations exceeded standards.

Manager Global Clearing Investigations, Vice President

JPMorganChase
Tampa, FL
06.2006 - 06.2007
  • Led Domestic, Third Party, FX and Multicurrency customer inquiries and wire transfer investigations.
  • Ensured productivity, quality and holdover targets met.
  • Effectively managed classic Pega to PRPC migration, including data mapping, workflows and communication template design.

Operations Manager USD Clearing, Vice President

JPMorganChase
Tampa, FL
08.2001 - 06.2006
  • Led Database, OFAC, Funds Control, Position Management, and TestKey/Callback processes where daily net value exceeded $2.5Tril USD.
  • Ensured implementations for USD Clearing clients met SLAs and quality standards.
  • Supported OFAC sanctions by reviewing, blocking or rejecting non-compliant transactions.
  • Monitored credit positions and overdrafts for Global Clearing customers in USD and FX.

Client Services Officer, Assistant Vice President

Citigroup
Tampa, FL
03.2001 - 08.2001
  • Maintained/serviced client custodial relationships via knowledge of local clearing; effective communication/organizational skills.
  • Monitored/resolved global market breaks related to securities transactions, custodial accounts, client positions, corporate actions, FX transactions and cash accounts.

Manager, Assistant Vice President

Citigroup
Amherst, NY
12.1999 - 03.2001
  • Led funds transfer production process, client and reference data implementations supporting high value funds transfers where daily net value exceeded $600Bil USD.
  • Recommended, documented and tested system enhancements to reduce time and improve processes.

Operations Supervisor, Worldlink Customer Account Balancing

Citigroup
Amherst, NY
06.1998 - 12.1999
  • General production oversight: aging standards, debt recovery, audit and procedure compliance.
  • Communicated and resolved financial differences in a professional, timely and accurate manner via direct client contact or engaging client service.

Control Analyst

NationsBanc Mortgage Corporation currently Bank of America Mortgage
Buffalo, NY
07.1996 - 06.1998
  • Data integrity/definition and completion of FNMA, FHLMC and GNMA transfer approval documents.
  • Coordination, reconciliation, invoice generation and collection activity for co-issue loan transfers.

Customer Service Group Leader

Keycorp currently Bank of America Mortgage
Buffalo, NY
06.1995 - 07.1996
  • Assisted homeowners in understanding aspects of mortgages: tax, hazard, PMI, escrow analysis.
  • Detailed research utilizing servicing files as needed to respond to both written and verbal inquiries.

Education

Bachelor of Science - Management and Marketing

Niagara University
Niagara Falls, NY

Other Training

Skills

  • Program management and delivery
  • Software development methodologies
  • Strategic planning and governance
  • Change management and communication
  • Vendor management
  • Process innovation and budget management
  • Team building and coaching
  • Data driven decision making
  • KPIs, aging and quality metrics
  • Capacity and resource planning
  • Client onboarding and service

Accomplishments

  • Developed cross LOB governance model, created roadmap and executed firm-wide Product Management, Agility and Design/UX curricula.
  • Negotiated $3.8 Mil savings (32%) over 3 years by re-defining price structure with Pluralsight.
  • Build vs Buy analysis, recommendation and implementation for KYC Local Due Diligence.
  • Negotiated Billing maintenance contract and relationship service credits for $1Mil savings (44%) over 3 years with Infor.
  • Created and executed 5 year Billing architecture strategy reducing footprint from 11 to 5 applications; benefits included Ops and Tech efficiencies, one global client experience.

Skills

Accounts receivable, Agile, Application Development, Application Ownership Oversight, Billing, Budget, Business Analysis, Call Centers, Capacity Planning, Cash Management, Coaching, Collaborative Requirements, Control Self Assessments, Change Readiness, Credit, Cross Impact Analysis, Customer Service, Data and Client Migrations, Foreign Exchange, Funds, General Ledger, Governance Models, Implementations, Leadership, Liquidity, Location Strategy, Mainframe, Management Development, Markets, Mortgage Servicing, Negotiation, Organizational Skills, Payment Processing (high/low value), Platform Consolidation, Process Improvements, Product Ownership, Production Support, Program Management, Project Delivery/Risk, Quality Assurance Testing, Reconcilement, Requirements, Risk Management, SCRUM, Securities, Service Level Agreements, Software Development, SOX Compliance, Strategy, SWIFT, Team Building, Talent Development, Tax, Time Management, Transaction Processing, Treasury Products, User Acceptance Testing, Vendor Management.

Timeline

Client Service Director

JPMorgan Chase
09.2023 - Current

Learning Product Line Lead, Executive Director

JPMorgan Chase
06.2018 - 09.2023

KYC Product Owner, Executive Director

JPMorganChase
05.2017 - 06.2018

Technology Director, Executive Director

JPMorganChase
03.2012 - 06.2017

Senior Operations Manager FX and Canada, Vice President

JPMorganChase
02.2009 - 03.2012

Operations Manager Global Clearing, Vice President

JPMorganChase
06.2007 - 02.2009

Manager Global Clearing Investigations, Vice President

JPMorganChase
06.2006 - 06.2007

Operations Manager USD Clearing, Vice President

JPMorganChase
08.2001 - 06.2006

Client Services Officer, Assistant Vice President

Citigroup
03.2001 - 08.2001

Manager, Assistant Vice President

Citigroup
12.1999 - 03.2001

Operations Supervisor, Worldlink Customer Account Balancing

Citigroup
06.1998 - 12.1999

Control Analyst

NationsBanc Mortgage Corporation currently Bank of America Mortgage
07.1996 - 06.1998

Customer Service Group Leader

Keycorp currently Bank of America Mortgage
06.1995 - 07.1996

Bachelor of Science - Management and Marketing

Niagara University

Other Training

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