Thomas Oliver

Responsibilities

• Manage an operations team handling all wire transfer investigations for Convera in North America and Latin America.
• Ensure that all team members are current with all compliance training, including Bank Secrecy Act and Anti-Money Laundering, as well as all other compliance training modules set by the company, while actively promoting training & enablement initiatives.
• Foster cross-functional collaboration by cultivating close working relationships with all internal stakeholders and partner teams to implement customer experience improvement.
• Set clear team goals, delegate tasks and set deadlines.
• Track and monitor KPIs and SLAs for each team member and the team as a whole while conducting quality checks and implementing improvement programs.
  Create a weekly consolidated productivity chart for weekly presentation to senior management that includes set targets and outlines current trends with an emphasis on quality assurance and data-driven business solutions.
• Handle all case escalations for various internal stakeholders and their clients ensuring that issue is resolved in a timely manner with an emphasis on easily digestible material for customer consumption.
• Manage business operations throughout the day to ensure that my team are handling tasks in the appropriate order dependent on perceived level of importance ensuring that we are completing all tasks within designated SLAs.
• Analyze data and organize Problem Solving Sessions (PSS) throughout the week with internal stakeholders and other Mid-Office teams to present innovative strategies that will allow us to more efficiently handle internal processes and ensure frontline readiness for upcoming changes.
• Organize cross-training sessions with other mid-office teams to ensure proper coverage should the need ever arise for additional staff with my team or another.
  Empowering my team to take greater personal responsibility for their work and productivity. This includes two team member only meetings per week as well as multiple meetings throughout the week with other internal teams for greater communication and collaboration.
• Host daily Team Huddle to analyze the previous day's data to identify trends and provide updates on strategy and changes within the business.
• Have weekly one-on-one meetings with each team member to provide feedback as well as organize projects for the coming week.
• Monitor all high-value fraud cases to ensure that protocol is being followed as well as ensuring that all required details are compiled in the case log for full visibility and escalate with banking partners where needed.
• Build strong relationships with internal stakeholders through weekly meetings to outline upcoming changes in processes and to go over any items that have been escalated to me to ensure transparency and understanding.
• Communicate and escalate fraud related findings and trends with internal stakeholders including Client Relationship Managers and internal compliance in order to identify scalable process changes.
• Foster strong relationships with escalation points at our banking partners to ensure a productive partnership to ultimately provide greater customer support to our clients.
• Liaise with colleagues in other regions, specifically in the UK and Australia, to align processes so as to better be able to assist each other's teams when the need arises as we work towards a 24/5 work model of collaboration and assistance.
• Continuously oversee, devise and implement new workflow designs and procedure processes from start to launch readiness to promote greater efficiency and improved client experience.

Responsibilities

• Product development entailing market research and subject matter expertise
• Project management skills honed in the development of a brand new international wire transfer platform for World Bank and IMF employees.
• Managed a team of three handling all investigations related to wire transfers sent through the SWIFT network. This entailed dealing directly with our membership as well as our operations partners.
• Personally handled all escalated wire transfer enquiries and dealt with the most pressing of wire transfer investigations for members deemed to be VIP by our contracted partner.
• Made sure that all staff were current with the required Bank Secrecy Act and Anti-Money Laundering (BSA/AML) training.
• Delegated work amongst a staff of thirteen while also cross-pollinating staff to ensure a greater understanding of the business while maintaining a core of staff well versed in day to day operations and capable of moving into different positions if required.
• Used Salesforce to connect three different departments in three different cities to better streamline our communication and investigations procedures.
• Was responsible for managing the agreement between the BFSFCU and Travelex to maximize benefits for Travelex North America while maintaining exemplary service and high quality products for the BFSFCU’s members.
  
• Processed all sensitive wire transfer returns determining any profits and losses to the member.
• Liaised with operations partners when handling escalated wire transfer investigations.
• Oversaw the workflow throughout the day to ensure that all tasks were being completed in a timely and efficient manner.

Responsibilities

• Handled all US Government required compliance checks on all wire transfers being sent through our international wire transfer system
• Maintained all investigatory databases relating to wire transfer investigations with a strong emphasis on maintaining detailed notes on correspondence between customers and our intermediary partners.
• Was in charge of all communication with intermediary and beneficiary banks relating to the investigations of delayed or missing international wire transfers.
• Headed all communication with clients, fielding concerns and requests
• Processed all returned outgoing wire transfers as well as incoming wire transfers.

Responsibilities

• Was tasked with maintaining and updating a portfolio of 800+ monthly recurring international wire transfers.
• Worked face-to-face with clients on negotiations for FX international wire transfer rates.
  

Responsibilities

• Responsibilities included all communication with and support of VIP guests and key-note speakers for the American Society of Hematology's annual conference in Atlanta
  

Responsibilities

• Coordinated the Selection Committee of the Organization of American States (OAS) Scholarship and Training Program. This program facilitates education opportunities for nationals of OAS member states, and is one of the largest such programs in the Americas.