Shaan Jajja
Los Angeles,CA
Summary
Dynamic professional with extensive expertise in governance, risk management, compliance, and operations. Proven track record in innovating and implementing transformative solutions, such as advanced SharePoint sites and automated reporting systems, to enhance operational efficiency and drive strategic success. Skilled in optimizing complex processes and integrating real-time platforms to eliminate inefficiencies and achieve outstanding results. Strong analytical, managerial, and organizational capabilities, with a commitment to delivering impactful contributions and fostering continuous improvement across all projects. Experience in leading and training teams, developing quality control and assurance standards, and managing regulatory compliance.
Overview
20
20
years of professional experience
Work History
Assistant Vice President; GRC Regulatory Closure
City National Bank
11.2023 - Current
- Architected and launched a SharePoint site to centralize Quality Control resources, incorporating dynamic templates, updated policies, and comprehensive training materials, which significantly improved project managers' efficiency and streamlined the quality control review process.
- Designed an advanced intake platform for quality control submissions, seamlessly integrated with QC Tasks in SharePoint. This solution automates the submission process, provides project managers with a real-time dashboard, and includes automated email notifications, ensuring full transparency and timely updates.
- Revolutionized QC operations by developing an integrated SharePoint environment where QC Tasks and submission platforms synchronize in real time. This integration delivers instant status updates, eliminates cumbersome Excel documents, and reduces manual email communication, thereby enhancing overall workflow efficiency.
- Created a secure, centralized document repository within SharePoint to house all regulatory artifacts. This repository facilitates streamlined access for first line of defense (1LOD), second line of defense (2LOD), and internal audit teams, ensuring effective management and compliance of regulatory documentation.
- Implemented an automated reporting process that provides senior leadership and the bank's board with actionable insights and trends on the quality control process. This reporting system highlights the QC process's effectiveness in addressing and resolving Matters Requiring Attention (MRAs), showcasing improvements in closing MRAs with fewer issues.
- Delivered ongoing training and support to team members on leveraging the SharePoint site and new intake platform, driving successful adoption and optimizing the efficiency of the updated QC processes.
Assistant Vice President; GRC Quality Assurance Associate
City National Bank
04.2023 - 10.2023
- Contributed to the development of the new Quality Assurance function to scrutinize the bank's responses to Matters Requiring Attention (MRA) issued by the OCC and other Regulatory entities.
- Engineered VBA workbooks to automate the QA of Project Plan reporting, ensuring precise statuses and comprehensive reporting to the board of directors.
- Established and refined QA standards and procedures, along with comprehensive guidelines and checklists, to elevate and standardize the quality review process.
- Collaborated with cross-functional teams, including 2LOD and Internal Audit, to ensure alignment and compliance with regulatory requirements.
- Analyzed complex data sets to identify trends and areas for improvement in quality assurance processes.
- Conducted training sessions for team members on new QA standards, procedures, and best practices.
- Implemented feedback mechanisms to continuously improve QA processes and ensure high-quality outcomes.
- Utilized advanced analytical tools and techniques to enhance the accuracy and efficiency of QA assessments.
Assistant Vice President, Senior Operations Manager; Document Execution
Bank of America
09.2021 - 04.2023
- Provided comprehensive operational support to the Senior VP, overseeing an organization of 25 associates responsible for executing over 1,000 foreclosure documents monthly and coordinating with a nationwide network of attorneys.
- Spearheaded a major automation project, transforming highly manual processes such as daily production assignments, which enhanced operational efficiency and reduced management time on processes by 25%.
- Conducted in-depth operational research, analyzing team activities to identify areas for process improvement, resulting in a 60% boost in efficiency and productivity.
- Collaborated with Subject Matter Experts (SMEs) and team managers to develop a clear and consistent training strategy and coaching routines, accelerating new hire readiness and reducing the On-the-Job Training (OJT) period by 33%.
- Developed an internal SharePoint site for managing shift scheduling, vacation requests, and other workforce operations, saving the organization $20,000 in costs for workforce management software and applications.
- Redesigned monthly inventory forecast reporting and introduced additional reporting to capture unaccounted work, identifying critical staffing shortages. This led to the hiring of additional staff and a 50% reduction in monthly carryover work and aged inventory.
Assistant Vice President, Senior Business Control Specialist; Risk and Governance
Bank of America
05.2018 - 09.2021
- Led the creation and maintenance of the PRC inventory for Cash and Transportation Services (CTS) and Enterprise Card Issuance (ECI).
- Reduced operational losses for ECI and CTS by $150,000 over two years through the redevelopment of processes and controls and the automation of several manual activities, significantly enhancing operational efficiency.
- Developed an inline quality audit process to review all process and control change submissions, achieving a 100% QA pass rate on all submissions within three months of implementation.
- Established the PRC inventory for a newly contracted vendor during the Covid-19 pandemic, ensuring all risks and legal considerations were addressed through the development of robust controls, policies, and procedures, resulting in a 100% compliance rating for the vendor.
Officer, Case Management Operations Manager; Office of the President and CEO
Bank of America
02.2013 - 08.2018
- Managed a team of 12 associates tasked with resolving complaints directed to executive-level management from government officials, attorneys, and regulators, including the CFPB and the OCC.
- Streamlined the case intake process by developing an escalations mailbox, resulting in a 50% reduction in complaint emails received by executive management and achieving a 2-hour turnaround time for case creation and assignment.
- Monitored high-level casework to ensure thorough and accurate reviews and timely completion of key deliverables, resulting in 100% SLA compliance and timely case closures.
- Developed an inline quality audit process for case reviews prior to closure, ensuring all critical items were addressed in compliance with bank policies and procedures, leading to a 30% reduction in repeat cases.
Case Management Proficiency Coach; Office of the President and CEO
Bank of America
04.2012 - 02.2013
- Provided coaching and training for multiple production teams across the U.S. and facilitated new hire training and On-the-Job Training (OJT) for the Office of the President and CEO (OOP) executive escalations unit.
- Redeveloped coaching and training practices for the OOP to address deficiencies identified during an OCC audit and subsequent consent order, resulting in 100% regulatory compliance by all OOP associates.
- Created a training library featuring pre-recorded videos, best practices, and a Q&A form for new hires, streamlining the OJT process by 25%.
- Implemented a peer-to-peer mentorship program, pairing tenured associates with those needing support, leading to a 40% performance improvement within two months.
Process Support Specialist II; Office of the President and CEO
Bank of America
05.2010 - 04.2012
- Assisted with the remediation of executive and regulatory complaints sent to the Office of the President and CEO.
- Resolved over 1,000 complaints over two years, closing 98% of cases within regulatory SLA, maintaining a 99% compliance score on case closures, and consistently ranking in the top 1% of overall associate production.
- Reviewed 35+ cases per month, providing feasible solutions and adhering to company guidelines, resulting in a 95% customer satisfaction rate.
Education
Bachelor of Business Management - Business Administration and Management, General
California State University, Northridge
Northridge, CA08.2021
Skills
- Visual Basics, SharePoint, MS Office, Power Automate, Power BI
- Decision making & judgment
- Negotiation
- Recruiting and hiring
- Corporate presentations
- Strategic planning
- Department policies & procedure implementation
- Risk management
- Operations management
- Excel data analysis
- Microsoft power automate
- Power BI dashboards
Timeline
Assistant Vice President; GRC Regulatory Closure
City National Bank
11.2023 - Current
Assistant Vice President; GRC Quality Assurance Associate
City National Bank
04.2023 - 10.2023
Assistant Vice President, Senior Operations Manager; Document Execution
Bank of America
09.2021 - 04.2023
Assistant Vice President, Senior Business Control Specialist; Risk and Governance
Bank of America
05.2018 - 09.2021
Officer, Case Management Operations Manager; Office of the President and CEO
Bank of America
02.2013 - 08.2018
Case Management Proficiency Coach; Office of the President and CEO
Bank of America
04.2012 - 02.2013
Process Support Specialist II; Office of the President and CEO
Bank of America
05.2010 - 04.2012
Bachelor of Business Management - Business Administration and Management, General
California State University, Northridge
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