Loyda Rivera
Maplewood,NJ
Summary
Operations and customer success leader with 15+ years managing enterprise accounts and institutional client onboarding in financial services. Drive retention and revenue growth through cross-functional execution of customer success and service enhancement initiatives. Apply digital enablement to streamline workflows and improve operational performance.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Vice President II, Client Enablement, Client Success
BNY Mellon
New York, USA
2023.12 - 2026.03
- Resolved enterprise account inquiries by coordinating cross-functional teams, restoring service levels, and preserving revenue, directly impacting customer success and retention.
- Collaborated with clients and stakeholders to align solutions to business needs, enhancing account management and customer experience.
- Analyzed client data to identify trends and forecast opportunities, recommending process changes that increased digital adoption and lifecycle marketing outcomes.
- Mapped client objectives to uncover service growth, supporting expansion and retention efforts for enterprise accounts.
- Tracked performance against SLAs and updated service models to ensure delivery commitments were met.
- Prepared RFPs, KPI reports, and presentations to support strategic outcomes, retention, and sales pursuits.
- Represented the firm at meetings and events to strengthen relationships, support business development, and promote customer success.
- Led onboarding program for institutional clients using Nexen and SharePoint, reducing ramp time and clarifying documentation ensuring high-quality deliverables and seamless user experiences.
- Participated in and rolled out UAT test plans for platform releases, logged defects, verified fixes before deployment, suggests process improvements based on post-mortem transition analysis.
- Marshaled firm-wide resources (product, technology, marketing, compliance, teams, etc.) to ensure client needs are being addressed.
- Ensure onboarding/transition/conversion activities meet all compliance, legal and regulatory requirements.
Vice President, Transition Management Group
BNY Mellon
New York, USA
2021.12 - 2023.12
- Managed end-to-end onboarding and account conversions for enterprise accounts, meeting SLA targets and reducing delays to support customer success and retention.
- Ensured AML, KYC, tax, legal, and regulatory compliance through detailed documentation review and due diligence for large-scale accounts.
- Advised clients during onboarding and transitions, providing training and ongoing support to increase adoption and drive lifecycle marketing outcomes.
- Directed project plans, tracked risks and issues, and coordinated stakeholders to deliver timely implementations and expansion opportunities.
- Collaborated with ops, compliance, technology, legal, product, and external partners to ensure smooth onboarding conversions.
- Maintained client portfolios, monitored activity, and resolved onboarding and asset issues within SLA expectations, supporting account management and retention.
- Reviewed financial data and supported custody and accounting conversions, validating controls and reducing operational risk.
- Identified process improvements and implemented operational efficiencies that improved onboarding and customer lifecycle practices.
- Participated in user acceptance testing, resolved issues, and supported system implementations for operational readiness.
- Reviewed complex account documentation and flagged KYC/AML exceptions for remediation tracking.
- Coordinated cross-functional teams, closed implementation gaps and met enterprise client go-live deadlines.
Team Lead, Transition Management Group (Contract Position)
TTI of USA
New York, USA
2020.05 - 2021.12
- Partnered with stakeholders to ensure timely enterprise account onboarding and consistent operational delivery, supporting customer success and retention.
- Provided end-to-end implementation support for client projects, reducing handoff delays and enhancing account management.
- Managed and trained the operations team on account opening, documentation, vetting, and submissions to improve team leadership and client experience.
- Created and maintained workflow procedures and implemented policies across multiple business lines, supporting scalable operations.
- Produced recurring metrics reports to track operational performance, identify gaps, and forecast process improvements.
- Led migration of 120+ enterprise clients accounts to a new custodian, coordinating cutover schedules and validations to ensure seamless transitions and retention.
- Documented cutover procedures in SharePoint and resolved account mismatches using Pershing NETX 360, improving accuracy and customer satisfaction.
Vice President, Client On-Boarding Officer -LatAm
JPMorgan Chase, Private Bank
New York, USA
2014.11 - 2019.05
- Acted as KYC/AML subject matter expert, closing global procedural gaps to align with CIP, BSA, and AML requirements for enterprise accounts.
- Drove KYC standards for CIP, ADD, CDD, EDD, SpDD and PDD, ensuring firm policy adherence and supporting account management.
- Coached and trained onboarding teams on new, refresh, remediation and triggered cases to improve completion rates and team leadership capabilities.
- Led quality reviews of low-to-very-high risk KYC cases, validating ownership, structure, source of wealth and PEP status.
- Collaborated with financial crime units to document negative news findings and recommend escalation or account restriction and compliance gaps, meeting project goals and supporting lifecycle management.
- Performed AML and sanctions risk assessments across US and EU frameworks for enterprise accounts to identify risks and propose remediation measures.
- Remediation of 10,000+ high‑profile enterprise accounts to meet OCC consent order deadlines, supporting customer success and retention
- Collected and validated client documents and tracked findings in Microsoft and in‑house systems, improving process accuracy and client satisfaction.
Vice President, Compliance Operations, Client On-Boarding
Direct Access Partners, LLC
New York, USA
2006.01 - 2014.06
- Senior Project Manager tasked with development, testing, implementation, and training of LatAm new business client onboarding portal, supporting digital marketing solutions.
- Drafted and translated Standard Operating Procedures, implementing key policies and operational compliance processes and checklists across multiple lines of business for enterprise accounts.
- Managed and trained operations team in all aspects of account opening, client on-boarding, KYC/AML CDD/EDD review, wires, ACATS, daily trade allocation and reconciliation for both domestic and international enterprise client base
- Delivered client training and implementation of database/onboarding portal, enhancing customer success and lifecycle marketing.
- Assisted compliance department in the review and maintenance of client screening investigations, SARs filings, mock audits, customer complaints, ongoing surveillance programs, regulatory reporting and audit examination requests.
- Conducted OFAC name screenings and Fincen’s bi-weekly searches, i.e., 314(a) for negative news and potential matches to watch lists and sanction lists.
- Oversaw operations team assigning daily tasks, defining employee goals, conducting 1v1 goal setting reviews, and year-end performance evaluations, strengthening team leadership and retention.
Education
Business Administration & Finance Certificate -
American Business Institute
New YorkSkills
- Client-facing skills
- Project management
- Training and development
- Workflow optimization
- Process implementation
- Risk identification and mitigation
- Customer due diligence
- Enhanced due diligence
- Customer success strategies
- Retention strategies
- Expansion initiatives
- Account management
- Email marketing
- Lifecycle marketing
- Power BI
- Microsoft Office proficiency
Certification
- Series 63, inactive
- Series 99, inactive
- SIE, inactive
Languages
English
Spanish, Native
Timeline
Vice President II, Client Enablement, Client Success
BNY Mellon
2023.12 - 2026.03
Vice President, Transition Management Group
BNY Mellon
2021.12 - 2023.12
Team Lead, Transition Management Group (Contract Position)
TTI of USA
2020.05 - 2021.12
Vice President, Client On-Boarding Officer -LatAm
JPMorgan Chase, Private Bank
2014.11 - 2019.05
Vice President, Compliance Operations, Client On-Boarding
Direct Access Partners, LLC
2006.01 - 2014.06
Business Administration & Finance Certificate -
American Business Institute