Sonya Nugent
Wayne
Summary
Accomplished professional with extensive experience in project governance and operational risk management. Adept at identifying process inefficiencies and implementing data-driven solutions to enhance compliance and productivity. Strong communicator, skilled in fostering relationships and mentoring teams to achieve collective goals.
Overview
28
28
years of professional experience
Work History
IT Project Tech Lead (Services, Markets and Banking Technology Risk & Control)
Citigroup
11.2022 - Current
- Managed the daily monitoring and control of Issues and their associated CAPs and milestones population across Services, Markets, and Banking Technology, a population of >2,000.
- Responsible to inspire and motivate the Issue Management Leads and Technology Controls officers to their full potential and ability, allocating work duties such as timely activation of draft Issues to ensure they do not breach timely activation requirements.
- Tracked Issues coming due for closure to avoid negative impact to the metrics and Data Hygiene reviews, ensuring management status updates were clear and precise in iCAPs and timely populated.
- Ensured Technology are in compliance and adherence to Citi’s Global Issue Management policies and standards, identifying and mitigating inherent and residual risks.
- Representative/delegate acting as escalation point of contact and spokesperson, fostering a culture of data awareness and prompting the use of AI via Citi Stylus for process efficiency.
- Prepared and circulated reports to ensure the teams stayed on track of activities coming due for action and to ensure Management had full transparency.
- Conducted thematic reviews to enable early identification and prevention of emerging trends and concerns.
- Partnered with Quality Control teams, Information Security Officers, Application Managers to enhance efficiency, particularly in areas affected by inconsistencies and insufficient data hygiene and gaps in the process where golden source of information was not being accurately reviewed (example Vulnerability assessments, End User Computing Issues flagged late in iCAPs).
- Issue Resolution, credible challenge where issues and errors occurred, performing root cause analysis and directing and guiding the Technology Control Officers especially where an Issue is in breach of compliance.
- Demonstrated advanced understanding of processes, policies and standards, guiding and assisting daily incoming queries from Technology Control Officers and Application Managers. Assisting to broaden their knowledge mitigating risks of potential downstream impacts.
- Provided guidance and mentorship to new and junior members within the Issue Management Securities, Markets and Banking Tech Risk & Control teams.
- Demonstrated effective communication and diplomacy skills to successfully guide and influence colleagues and key stakeholders resulting in timely closure of projects and initiatives.
- Created and presented trainings, and awareness sessions across the broader teams to enhance and increase knowledge.
Global External Third-Party Management and Project Management Oversight
Citigroup
Dublin
08.2019 - 11.2022
- Portfolio gatekeeper, managing the Business Supplier Relationships portfolio and assignments to the lines of business.
- Point of contact/escalation for the Business Activity Owners community.
- Participated in sector wide projects to enhance the TPM business and governance controls with a key focus to strengthen and embed efficiency in the end-to-end TPM management life cycle reducing complexities around TPM assessments and vendor allocations.
- Collaborated with business partners across Operations, Technology, Third-Party Officers, Sourcing, Risk & Control, Compliance to review current processes to enhance controls and refine procedures to strengthen governance in line with the Internal Audit and Regulatory expectations and requirements.
- Delivered key management updates inclusive of Internal Audit reviews and OCC TPM Exams, tracking and reporting the progress and monitoring risks.
- Partnered with the Global Third-Party Risk Management Business leads and the Operations team to establish a consistent framework for the communication of the Third-Party Management program asks that were cascaded to the Operations’ Business Activity Owners.
- Managed Operations’ external Third-Party program deliverables by reviewing the outstanding activity report gap and the deposition tool against the key process indicators ensuring appropriate escalation protocols adhered to and good audit trail upheld.
- Coordinated external Third-Party remediation action plans with key stakeholders (Third-Party Officers, In-Business Leads and Business Activity Owners).
- Performed proactive reviews to identify opportunities to improve the Third-Party Management metrics, especially where activities were CAP eligible along with Business Activity Owners training.
- Represented Securities Services Operations at key management meetings and Third-Party forums as required.
- Implemented and rolled out a user guideline to clearly define key requirements to pre-onboard an External Third-Party Supplier in which the Sourcing team leveraged from this guideline to help strengthen their processes.
- Identified manual pain points and reporting gaps within the Third-Party Management reports and put forward solutions for more efficient and proactive risk requirements strengthening the oversight process.
- Created and published Third-Party Management collaborate site to keep both Securities Services Operations and Technology Business Activity Owners and Senior Management and their Leadership teams informed and up to speed on current affairs with Third-Party Management status.
- Operations Global Project Management escalations and oversight across Securities Services Operations.
- Direct engagement with the Organizational Project Management Office (Org PMO).
- Attended the Org PMO related controls and taskforce forums and cascaded any actions required from the project managers and Senior Management as required.
- Reviewed final materials for the Securities Services Project management Office book of work forums.
- Credible challenged initial process adherence (project management artifacts issues) where warranted to ensure Securities Services stayed in compliance with the >90% pass ratings.
- Hosted the weekly PMO touchpoint calls.
- Reviewed non-compliant PMO tracker to identify repeat offenders and source of concerns (knowledge gaps etc) in order to enhance procedures and implement change where controls required strengthening, for example implemented a peer reviewer/second checker process into the project artifact process, especially for newer project managers.
- My assistance was requested to Program Manage Project Cardinal which was a high-profile project relating to the Consent Order.
- The objective of the project was to program manage across 6 lines of business (Custody, Global Funds, Middle Office, Shared Utilities, In Country, Futures (FCX) teams) partnering with both Technology and Operations to provide transparency as to the current and target state architecture.
- The critical milestones included Citi System Inventory Mappings, High Risk EUCs, Issue Management Resolutions Mappings, Current State Architecture transparency (Bank-On-A-Page) and the final submission to the OCC, inclusive of tracking and collation of the wider program deliverables from all related workstreams.
- The initiative ran smoothly and received positive feedback from Senior Management.
- Submissions of all our OCC deliverables were completed on time.
Global Project Management Office Lead (Operations)
Citigroup
Dublin
07.2018 - 08.2019
- Managed the Global Business Unit Project Management team across 4 of Citi’s line of business, Securities Services, Issuer, Prime and Futures Operations in order to drive and maintain adherence to the ICG O&T Organizational PMO Procedures and Book of Work Guidelines supporting approximately 200+ Program/Project managers.
- Worked closely with internal partners across Operations, Technology, Risk & Controls, Compliance and Product to ensure awareness and adherence to the ICG O&T procedures and requirements.
- Proactive Risk Mitigation, monitor and control of project artifacts by examining documents uploaded onto the project management tracking tool (PTS-W) to enable risk management and timely completion of the documents and requirements.
- Point of contact and escalation across ICG O&T Organizational PMO, SS&I and PF Ops Program/Project Managers for all project artifacts and business critical milestones issues.
- Credible challenge of findings that arise within the Process Adherence program and project spot check reviews where warranted, abetting to consistent delivery of >90% adherence pass ratings across SS&I and PF Ops.
- Communicated and cascaded to Senior Management and the Project Management community any changes driven by the Org PMO and or any new regulatory changes (such as revised procedures or templates, GDPR requirements for EMEA etc) to ensure standards of excellence maintained.
- Defined and implemented a transparent framework for location strategy projects in order to assist Program and Project Managers with tracking these highly sensitive project types, streamlining key processes and requirements enabling governance, control and vendor management around these critical project types.
- Collated materials, chaired and minute bi-monthly book of work review forums. These forums were tailored towards Senior Management and their leadership teams to provide transparency of their book of work portfolio, risk and issues watch list, metrics, quality and control reviews.
- An effective forum providing not only transparency but advanced warning of any emerging risks or concerns.
- Assembled weekly reports and key performance indicator metrics, circulating to both Senior Management and the Project Management community to ensure alignment and adherence to the Global O&T PMO inclusion criteria, in addition to ensuring attestation to their book of work portfolio for each line of business.
- Created and implemented a PMO collaborative site providing a one-stop-shop of information for the Project Management community in order to keep key stakeholders informed.
- Additional form of communication I implemented was the monthly Project Management Newsletter.
- Continued to drive standards of excellence within the team identifying opportunities to automate and remove manual intervention in the PMO process (automated reports, communications, online PTS-W Attestation form and tracker).
- Achieved consistent >90% adherence to the Initial Process Adherence guidelines and Quarterly spot check reviews across all the Operational business lines that I supported.
- Drafted and rolled out a location strategy methodology framework in which the proposal was well received and signed off by the ICG O&T Organizational PMO and Risk & Controls.
- The location strategy framework has since been successfully rolled out and is being utilized by the Program and Project Managers.
- Implemented user guidelines within the team to ensure a uniformed approach and cross training.
- Created and published PM Collaborate site and PM Monthly Newsletter to broaden communications.
Senior Project Manager
Citigroup
Dublin
11.2012 - 07.2018
- External stakeholder management (vendors and clients).
- Internal stakeholder management (Operations, Technology and Product).
- Managed and documented the full end to end project management life cycle (initiate, plan, execute, monitor & control and close of projects).
- Maintained and tracked project status and artifacts on Citi’s project tracking tool.
- Liaised with Operations and Technology to identify project benefits and financial realizations gains.
- Reported to Senior Management on projects progress and trends.
- Prepared and presented power point presentations for Senior Management forums (Project Sponsors and SteerCo Reviews).
- Control analysis and recommendations completed on target and within budget.
- Identified operational manual pain points and put forward solutions for resolution documenting the quick fixes, tactical solutions, and strategic solutions.
- Identified the potential to automate 98% of the manual process (55% manual & 43% semi-automated).
- Uncovered other potential Transfer Agency processes such as Payments and Accounts that could also benefit the same overhaul.
- Business Process re-engineering, Transaction Processing Security Static Data.
- Location Strategy, migration of Voluntary Corporate Actions from London to Poland.
- Implementation of a new OTC process into Citi Dublin (Payments/Settlements).
- Migrated OTC Trade Processing & Confirmation Services from Dublin to India.
- Partnered with the regional teams, Business, Product, Technology, Risk, Compliance, Legal, Procurement, Cross Border Data Teams, Human Resources and External Clients to ensure policies were adhered to and all regulatory documentation were in order and within compliance with the various regulatory bodies (Central Bank of Ireland, European Central Bank etc).
- Monitored key documentation across Citi’s global regions to point of execution (New Product Approvals, Regional Outsourcing Documents and approvals, Inter Company SLAs, Key performance indicators, Management Control Assessments, Cross Border Data documentations etc).
- Managed the full project life cycle inclusive of documenting and tracking Ops training and success criteria.
- Assisted with drafting UAT run books and requirements.
- Liaised with Technology leads to ensure key functional requirements and multiple technology platforms aligned.
- Coordinated user access and entitlements both on Test Platforms and Production platforms.
- Tracked defects and implemented change management control.
- Performed quality assurance testing, analyzed changes to pre-empt negative impact on downstream systems.
- Scheduled daily team huddles to communicate to stakeholder’s project status and upcoming milestones.
- Documented procedural guidelines to ensure users were comfortable with the process and any system guidelines such as maintenance of static data set ups etc.
- All projects assigned were completed on target and within budget.
- Additional client services added to the Middle Office suite of processes.
- Location strategy migration of operational functions to Citi’s Service Centres increased financial benefits and enabled true follow the sun services for Citi’s Clients.
- Re-engineering Security Static data mitigated risks of manual intervention making the process more streamlined.
Middle Office Operations International Swaps & Derivatives Documentation Lead
Citigroup Funds Services
08.2010 - 11.2012
- Managed the global OTC Derivatives Confirmation team (a team of 10 people) covering new and existing domestic and global clients across all asset classes (Credit, Equities, Swaps, Commodities and FX Options).
- Escalation point of contact between the Clients and their Counterparties.
- Ensured all trade contracts were accurate and executed on a timely basis.
- Provided metrics to the Head of Operations and Citi Clients to provide transparency on confirmation status.
- Performed due diligence analysis to track and locate all contractual documents during a client’s on-boarding phase to ensure that all legal agreements were received, retained according to policy and in compliance prior to confirming trading activity with the Clients and their Counterparties.
- Partnered with Compliance, Internal and External auditors to ensure policies were practiced.
- Assembled confidential client/broker information, created client daily checklists, user guideline manuals and performed gap analysis, identified and reduced operational risk and enhanced the level of client services.
Consultant – Project Coordinator, OTC Middle Office Funds Services Implementation
Citigroup Funds Services
08.2009 - 08.2010
- Project coordinator for the end-to-end OTC Middle Office platform implementation.
- Liaised with Technology across multiple technology platforms (Calypso, Middle Office Monitor, Oasys, Geneva) and provided status updates to the Senior Project Manager on a daily basis.
- Worked closely with Operations, Product Development team, Compliance, legal and Sales teams to ensure issues identified were resolved on a timely basis ensuring that key project milestones were delivered on target.
- Scheduled internal and external meetings. Coordinated sales trainings workshops and conference calls.
- Conducted daily meetings with Senior management to discuss open defects, resolutions and re-target baselines where warranted.
- Participated in client and vendor meetings, documenting and distributing meeting minutes to the relevant parties.
- Prepared board meetings and distributed power point presentations to the meeting attendees.
Global Client Relationship Manager, OTC Middle Office Operations
Bear Stearns & Co.
03.2000 - 03.2009
- Analyzed the OTC trade population, identified which clients based on their product type, trade volume were electronic platform eligible, and worked with Technology to bring these clients onboard electronic platforms reducing the outstanding trade population dramatically by over 70% meeting Fed Targets and mitigating the risk of unconfirmed trades.
- Reported to Senior Management on a bi-weekly basis on the statistics of the population of clients who were onboarded onto the electronic platforms versus the population of the clients that remained on manual paper related documentation.
- Assisted in maintaining the electronic trade population of DTCC trade activity. Liaised with Middle Office, Front Office and Counterparties to confirm, allege and resolve trade breaks. Consistently reached 100%-month end target rate for electronic confirmable trades.
- Managed, mentored and trained the Global Client Relations team consisting of 20 people who were based in Dublin and New York. The Client Relations team were responsible for monitoring the outstanding trade population with internal and external clients and counterparties across all asset classes of Bear Stearn’s entities.
- Remodelled the Client Relations team and shifted focus to exceeding customer expectations, customer satisfaction rates exceeded 95%.
- Analyzed daily workflow and made recommendations which improved efficiency resulting in quicker executions of unsigned trade confirmations and prompt handling of customer queries.
- Reported directly to Senior Management on a weekly basis and assisted with strategic business planning creating monthly reports, a critical tool in the preparation of Fed targets, in order to reduce the outstanding trade population in a controlled and timely fashion.
- Partnered with Sales, Trading and Legal to resolve confirmation discrepancies, mitigation risk of unsigned ISDA Confirmations.
- Participated in ISDA conferences meet and greets with Counterparties to maintain business relations.
- Assisted the ISDA Master Agreement team in negotiation of trade and template discrepancies with Counterparties.
- Migrated the ISDA documentations to JPMorgan as part of Bear Stearns & JPMorgan takeover.
OTC Derivatives Documentation Specialist
Bear Stearns Bank plc
Dublin
12.1997 - 03.2000
- Assistant Supervisor of the Derivatives documentation team covering OTC Products (Equities & Fixed Income).
Education
Institute of Project Management
National College of Ireland
Project Management
New York University
Business & Technology Studies
Crumlin College (Dublin)
Skills
- Time management
- Critical thinking
- Effective communication
- Influencing skills
- Problem solving
- Project management
- Leadership abilities
- Root cause analysis
- Attention to detail
- Proficiency in Citi's AI tools
- Familiarity with Citi systems (ICAPS, CASP)
Hobbies and Interests
- Enjoy volunteering to help my local community with charity events and fund raising.
- Volunteering at my local animal shelter.
- Health, Fitness, Cooking.
Timeline
IT Project Tech Lead (Services, Markets and Banking Technology Risk & Control)
Citigroup
11.2022 - Current
Global External Third-Party Management and Project Management Oversight
Citigroup
08.2019 - 11.2022
Global Project Management Office Lead (Operations)
Citigroup
07.2018 - 08.2019
Senior Project Manager
Citigroup
11.2012 - 07.2018
Middle Office Operations International Swaps & Derivatives Documentation Lead
Citigroup Funds Services
08.2010 - 11.2012
Consultant – Project Coordinator, OTC Middle Office Funds Services Implementation
Citigroup Funds Services
08.2009 - 08.2010
Global Client Relationship Manager, OTC Middle Office Operations
Bear Stearns & Co.
03.2000 - 03.2009
OTC Derivatives Documentation Specialist
Bear Stearns Bank plc
12.1997 - 03.2000
Institute of Project Management
National College of Ireland
Project Management
New York University
Business & Technology Studies
Crumlin College (Dublin)