Sylvia Pereira Godinho
Allen,TX
Summary
Senior Project Manager bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation in high tech environments. Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects. Solid understanding of project management tools. Project Management Professional and certified in Agile methodology. Forward-thinking project management specialist confident in leading team members, managing schedules and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors and other stakeholders. Dedicated and organized Operations Manager with over 17 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in management and process improvement. Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations. Deep technical knowledge with proficient use of Microsoft office, automation systems, robotics, mainframe functionalities. Highly experienced with knowledge of Encompass, ACBS, VLS, Loan IQ, TLM, Apollo Credit, Iron Mountain, Intralinks, Syndtrak, Debt domain, ClearPar, MSP (Mortgage Service platform), ER (Early Resolution), ICMP (Imaging content management platform), HPA (Home Preservation application), Flood services, LMD (Loss mitigation decisioning), WOE (workout editor), GEM (Global event management), First American Navigator. Experienced with setting up new business migrations for contact centers with high quality output and successfully implementing digital-lead transformations and automation strategies for operations processes. Offering excellent project management, multi-tasking and communication skills to coordinate multiple, concurrent projects with competing demands. Makes sound decisions in high-pressure settings and utilize analytical problem-solving skills to troubleshoot and resolve issues. Articulate communicator with strong customer service skills.
Overview
23
23
years of professional experience
Work History
Senior Project Manager
Citibank
Irving, TX
09.2022 - Current
- Managed and oversaw integrated UAT testing for the successful completion of the Loan IQ implementation project.
- Validated end-to-end system functionality through collaboration with cross-functional teams
- Performed comprehensive testing for multiple systems to verify that functionality meets user requirements.
- Expertly oversaw execution of tests and promptly reported defects, leading to timely resolutions for system deployment success.
- Drove integrated testing plan to ensure successful completion for Loan IQ consent order compliance.
- Demonstrated a strong track record of meeting deadlines and effectively coordinating with stakeholders.
- Contributed collaboratively in achieving project goals and milestones.
- Effectively navigated communication challenges to attain consensus among multiple stakeholders.
- Collaboratively worked with teams to achieve seamless integration of Loan IQ across diverse platforms.
- Organized and oversaw cross-functional team activities to develop and test Loan IQ enablement plans.
- Spearheaded the creation and execution of project schedules for multiple simultaneous initiatives.
- Efficiently handled conflicting schedules to maintain on-time project completion.
- Employed JIRA dashboards to facilitate real-time visibility into projects and drive data-centric decision-making.
- Utilized advanced features of Microsoft Project to optimize project scheduling and resource management.
- Optimized project planning, requirement gathering, and design documentation through the use of Waterfall methods.
- Applied expertise in Agile methodologies through practical experience with Scrum framework and user stories.
- Planned project execution, evaluated necessary resources, and established realistic timelines for successful completion.
- Maintained forward momentum by adapting to changing priorities through effective change management strategies.
- Successfully completed projects through effective coordination of resources across departments and teams.
- Drove continuous improvement of project delivery process through enhanced development and strong program leadership.
Operations Manager
PennyMac Loan Services
Plano, TX
08.2021 - 09.2022
- Managed offshore teams responsible for pre-underwriting mortgage processes in India, focusing on SLA adherence, quality control, and strategic alignment
- Demonstrated proficiency in supervising income calculation and asset review processes for Conventional loans as well as FHA, VA, Jumbo and ARM loans across onshore and offshore teams.
- Extensive expertise in managing diverse income types including wage, rental, retirement income, SSA income, and self-employment.
- Experienced in effectively navigating and operating Encompass platform
- Established effective and targeted metrics to gauge the overall health of the process.
- Implemented a highly efficient staggered shift work model resulting in an impressive 12-hr turnaround time for underwriter processes.
- Successfully optimized weekend workforce scheduling resulting in an annual savings of $100,000 on offshore team overtime costs.
- Created effective training content and strategies to optimize the understanding and accuracy of income documentation for offshore teams in India.
- Implemented a robust offshore team governance model to enhance communication, provide timely feedback, and ensure disciplined process management and accountability
Vice President of Operations
ANZ Support Services Pvt. Ltd
Bangalore, Karnaaka
09.2016 - 04.2019
- Wide-range experience of customer KYC (Know your customer), customer onboarding within banking systems and channels (online banking) for Institutional customers.
- Managed the transition of work from onshore location to Shared Service Centers, responsible for over 100 full-time employees.
- Managed the end-to-end process of hiring drives and successfully ensured timely onboarding for the migration of new work across a team of 75 employees, adhering to demanding schedules.
- Enhanced efficiency through data analysis and strategic design of target operating model, leading to the elimination of 80% internal handoffs and subsequent reduction in servicing delays.
- Created a customized Accelerated Focused Training program to ensure 100% succession planning and optimize workforce effectiveness, resulting in a 60% boost in productivity and improved capacity utilization.
- Oversaw the execution of Account, Channel Onboarding, and Maintenance services for institutional customers with a team size of 78 members.
- Successfully implemented digital solutions within the department, achieving a 95% straight-through processing rate while enhancing customer experience.
- Developed an effective Risk assessment and control governance model ensuring surprise-free operations and governance by mitigating risks in advance.
- Created outcome-focused employee performance scorecard to support departmental objectives, driving culture of accountability.
- Successfully implemented DATA CAP (OCR), Robotic Automation, and Visual Basics for application solutions resulting in a productivity increase of more than 40%+
- Experienced in effectively managing projects using the Agile methodology.
Vice President- Syndicated Loans Documentation
Deutsche Bank, DBOI
Bangalore, Karnataka
08.2015 - 09.2016
- Skilled in operating key loan systems such as ACBS and Loan IQ, as well as utilizing syndicated loan documentation portals like Syndtrak, Debt domain, and Intralinks.
- Proficient in managing syndicated loan funding processes such as roll overs, term loan facility administration, payment posting and applying fees and waivers on Loan IQ.
- Achieved substantial improvement in reducing the number of affirmative covenant compliance past due documents by revamping and optimizing follow-up and document collection procedures for Syndicated loans.
- Oversaw operations of a 60-person team handling FATCA, legal documentation, and affirmative covenant compliance documentation for Syndicated and bilateral loans.
- Designed engagement model to proactively engage and reduce outstanding legal and covenant compliance documentation for syndicated loans.
- Achieved 85% cross skilled staff within 3 weeks for high-volume processes and increased workforce productivity by 60% within 1 month of implementation.
- Supported diversity programs for returning new mothers.
Assistant Vice President of Operations
JPMorgan Chase
Bangalore, Karnataka
06.2006 - 07.2015
- Ensured accurate monitoring of affirmative covenant compliance documentation throughout the loan tenure using Loan IQ and ACBS.
- Managed the collection and consolidation of legal documentation and covenant compliance paperwork on platforms like debt domain, Intralinks, and Syndtrak by coordinating with syndicated deal members, attorneys, and agent banks.
- Managed the shared national credit audit, coordinating folder organization and document retrieval for scoped customers.
- Delivered effective leadership to enhance the loan disbursement process, overseeing a team of 17 members in a fast-paced environment with tight deadlines, resulting in excellent client satisfaction and achievement of service level agreements.
- Generated efficient templates and what if simulations contributing to a 70% decrease in manual processing errors.
- Formulated an informative daily dashboard that effectively communicated business performance metrics to employees as well as senior executives.
- Efficiently transitioned new business operations from onshore to offshore for North America, Asia and EMEA. Demonstrated exceptional multitasking skills by managing overlapping timelines, coordinating diverse time zones, and facilitating multiple training schedules.
- Demonstrated strong leadership by effectively overseeing daily operations of legal documentation and covenant compliance tracking for syndicated and bilateral deals.
- Created robust procedures to ensure the reduction of ageing in legal and covenant compliance documents for syndicated and bilateral deals.
- Skilled in processing loan approvals for amounts spanning from $5M to $25M.
- Demonstrated expertise in effectively approving credit loans worth $50M with a supervisory capacity.
- Successfully navigated various aspects related to financing commercial loans (term loan / revolving line of credit / non-revolving line of credit). Adept at processing customer payments efficiently while also facilitating fee waivers. Proficient in account maintenance utilizing specialized vendor loan systems such as VLS, Loan IQ and ACBS.
- Managed a group of 22 individuals, guiding them towards meeting project milestones and deliverables.
- Led migration of 36000 liens to I-Lien tracking application, completing the project in only 2 months.
- Proven ability to effectively review uniform commercial code (UCC).
- Developed a total of 150 process flowcharts within two months using Visio, enabling successful audits and supporting Business banking operations across Houston and India.
- Obtained extensive knowledge and insight into TLM system through continuous evaluation of real-time visibility on operations process and control
- Consistently ensured the resolution of discrepant transactions within a 20-day timeframe within TLM.
- Led a 22-member reconciliations team across Mumbai and Bangalore, India with expert virtual team management skills demonstrated through the establishment of robust operational excellence governance.
- Achieved seamless execution of TLM system implementation through effective project management, resulting in on-time delivery of milestones and outstanding match rate performance.
- Efficiently transitioned complex reconciliations to TLM (Transaction Life cycle Management) software, eliminating reliance on excel spreadsheets.
- Achieved a 60% increase in straight-through processing and a 75% improvement in turnaround time, by enhancing auto-match logic for TLM from 32 to 76 proposals.
- Designed and implemented automated solutions, test scripts, and user testing procedures.
- Revamped reconciliations by rewriting procedures with the aid of Visio.
- Developed and implemented a robust communication strategy using visual management tools and customized metrics.
- Developed and executed anonymous online survey, 'Dots Day Connecting the dots', to gather employee feedback on key satisfaction parameters in Asset Management operations. Result: Line of business experienced a 15% increase in people survey score.
- Revitalized staff retention and engagement efforts by designing and implementing an advanced early warning assessment system.
Team Leader Manager
Nipuna Services
Bangalore, Karnataka
06.2004 - 06.2006
- Supervised a group of 25 professionals engaged in entering medical billing details into billing systems.
- Evaluated workloads in order to accommodate for seasonal variations.
- Ensured compliance with stringent customer service protocols and successfully mitigated operational risks.
- Effectively managed customers and stakeholders by producing valuable and informative metrics.
Medical Claims Examiner
Genpact
Bangalore, Karnataka
08.2001 - 06.2004
- Managed and processed medical health insurance claims for clients.
- Assisted customers with their health insurance claim inquiries
- Achieved and sustained an average talk time of 1.5 minutes monthly, without any instances of escalation.
Education
Bachelor of Science - Chemistry
Goa University
Goa06-1999
Skills
- Client Relationship Management
- Project Planning
- Requirements Gathering
- Project tracking
- Document Management
- Workforce training
- Productivity Improvement
- Systems implementation
- Root Cause Analysis
- Strategic Planning
- Staff retention
- Stakeholder Communications
- Processes and procedures
- Forecasting
- Staff training and motivation
- Performance Improvements
- Cross-Functional Collaboration
- Microsoft Office Suite expert
- Agile Methodology
- Project Management
- Performance monitoring
- Workflow Optimization
- Performance reporting
- Process Improvement
- Operations Management
- Policies and procedures implementation
- Problem-Solving
Timeline
Senior Project Manager
Citibank
09.2022 - Current
Operations Manager
PennyMac Loan Services
08.2021 - 09.2022
Vice President of Operations
ANZ Support Services Pvt. Ltd
09.2016 - 04.2019
Vice President- Syndicated Loans Documentation
Deutsche Bank, DBOI
08.2015 - 09.2016
Assistant Vice President of Operations
JPMorgan Chase
06.2006 - 07.2015
Team Leader Manager
Nipuna Services
06.2004 - 06.2006
Medical Claims Examiner
Genpact
08.2001 - 06.2004
Bachelor of Science - Chemistry
Goa University
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