Tracey Robinson
Jacksonville,FL
Summary
Drive significant results through dynamic foresight, strategy and leadership of teams Accomplished and results-driven Risk Management and Compliance Executive with broad based expertise in building and leading effective strategies to minimize risk, delivering results in leadership roles over projects for major Fortune 500 financial services institutions. Expertise in leading the examination and measurement of risk across all areas of operations, including the review of internal controls and interviews with process owners. Worked with stakeholders including executives within Citigroup to manage risk and enforce business controls. A demonstrated record of success establishing relationships and motivating teams to produce consistent results in a series of leadership positions with C2G Partners (Citi group), TEKsystems (Bank of America), RoundPoint Mortgage, BNYMellon and several other corporations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Business Analyst
Citizens Property Insurance Corporation
Jacksonville, FL
06.2024 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Streamlined workflow for better productivity with the implementation of new software solutions.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed and implemented data governance policies and procedures.
Senior Business Product Specialist & Technical Writer
Eliassen Group
02.2023 - Current
- - Doc Process
- -Responsible for partnering with Government Services (GNMA and Guidehouse) as well as Deloitte to determine business and functional requirements for the new MyGinnieMae platform designed to enhance user experience and ease of use.
- - responsible for the doc review and validation process across engineering and corporate technology - Government Debt Solutions (GDS).
- -creation of project artifacts by partnering with development, UAT and QA to gather requirements for all projects from GDS.
- -handles updates to user manuals, technical design doc, project tailoring agreement and project timelines at initiation of project to gather required project participants and outline these for senior stakeholders. -handle the requested change, implementation or modernization requests received for GDS.
- -determine next steps with stakeholders for control gate process.
- -helped create a doc review process across GDS with timelines and reporting criteria.
- -validate milestones are completed within timeline reqs
- -manage project schedule in agile
- -manage gaps and added dependencies
- -create user stories in JIRA
- -Discuss user stories and determine any needed enhancements or updates/changes to move through the process.
- -Engage with GSE, GuideHouse, Deloitte and internal stakeholders on requirements and project mgmt.
- -UAT testing of new requirements before going into PROD
- -writing recommendations and reviewing them for updates/changes in daily scrums
- -Support leadership team in daily meetings/calls on project milestones.
- - partner with other LOBs across government services and operations on Platinum, SFPMD and REMIC projects to ensure we complete the project on time.
Volunteer Rotary Officer for Canteen/Finance
American Legion (Non-Profit Veterans Org.)
Fernandina Beach, FL
03.2019 - Current
- Volunteer Rotary Officer for Canteen/Finance encompassing all areas of the veterans’ organization to include canteen, events, planning, committee meetings, and compliance with State of Florida requirements.
- -Handle all funds to include collection of dues, remittance of department and national dues and special funds to department headquarters monthly.
- -Use POS system to document sales/profits for reporting daily which includes bank deposits as well as vendor payments.
- -Responsible for bids, contract review, scheduling of events, grant process review and submissions with approvals to complete SOW timely and report as required to the State of Florida on a quarterly basis.
- -Currently using POS and Agile to complete the required tasks daily and weekly update of inventory as well as pricing for proper sales operations in compliance with the State of Florida. Maintains all licensing for canteen, bar and fundraising events to verify compliance with State.
- -QA audits done monthly on legion to maintain proper reporting and reduce waste/fraud.
- - Created process flow and mapping for Legion canteen and non-profit programs.
Third Party Testing & Assessment, Senior Analyst, Vice-President
Citibank
07.2021 - 02.2023
- ~Responsible for 1LOD and 2LOD oversight to include creating policies, procedures and processes as needed for the CBCM area of Personal Banking & Wealth Management.
- ~Created reports across TPRM/CBCM to track pass, fails, not tested and gap assessments.
- ~Prepared presentations for upcoming OCC and IA audits, annual requirement.
- ~Created tracking/log for issue management to include RCA, milestones, timeline (due dates), remediation and validation then reporting process to stakeholders & senior managers
- ~Support SVP in strategic discussions to resolve complex issues/decisions on requirements
- ~Supported process owners on Change Initiatives risk evaluations, Issue Management, and Internal/External reviews
- ~Created lessons learned process for CBCM and reporting process for new LL regulatory requirements
- ~Trained teams on lessons learned process and how to determine true root cause of issue and utilized results to create new preventative controls across CBCM
- ~Partnered with business process owner to ensure timely action on process or monitoring fails, trends, operational losses, open issues, and action plans from ineffective control
- ~Handled complaints impacting customers for reporting to CFPB, if required
- ~Assumed leadership role in ensuring all Citi Risk & Controls (GRC) changes, issues and requirements are cascaded, executed, and closed out. This includes a range of responsibilities such as standard / enterprise control profile adoption, QRA requirements, ARA requirements system access reviews, migrations, and change management.
- ~Independently assess risks and drive actions to address the root causes that persistently lead to operational risk losses by challenging both historical and proposed practices.
- ~Developed and maintained relationships across the business users and Lines of Defense to better understand and deliver customer requirements by responding to changes in the internal and external business environment.
- ~Lead on policy & process updating & creation across CBCM Continuity of Business Governance Team as well as review of training material across the CoB department.
Senior Business Analyst - Program/System Implementation
BNY Mellon
Jacksonville, FL
03.2021 - 07.2021
- ~ Working with typical artifacts - BRD, FRD & Governance Structure
- ~ Data modeling - data perspective updates
- ~ Provide detailed requirements gathering - driving requirements by engaging stakeholders.
- ~ Prepared presentations for senior stakeholders and project SVP to present to ServiceNow team for approval
- ~ Manage project deliverables and provide updates to senior stakeholders on a weekly basis to make sure milestones are on track for timely completion
- ~ handled gap analysis to provide system needs for IT while in the implementation process.
- ~ utilized ProAct system for regulatory updates/changes
- ~ Handled policy & procedure updates that will occur once ServiceNow is rolled out company wide for issue management
- ~ Updated project hours in PPM to maintain compliance with reporting of FTE/Contractors for adherence to approved SOW
Business Reporting Analyst III for Wealth Management and Data Analytics/Information Technology
Bank of America
Jacksonville, FL
10.2020 - 03.2021
- ~ Fulfilled a critical role supporting Bank of America, a key client of the agency, coordinating reporting, capacity planning and budgeting across wealth management and data analytics
- ~ Manage project financials to ensure project spend is within budget, monthly variance between forecasts and actuals is minimal, work with project managers to capture resource allocations and forecasts; report on outcomes of financial forecasting activity
- ~ 2020 completed with .56% for owned initiatives and overall at .5% for corporate forecasts. Goal of 1% overall and 3% for owned initiatives across all LOB’s to include risk
- ~ Consolidate multiple sources of data into intelligent reports; including PvP report, resource allocation report, resource utilization report and resource management report on a daily basis
- ~ Manage a tech exec’s base and initiative finding, and all staffing plans, to ensure tech exec forecast month over month is accurate to within 3%, and 1% for the year
- ~ Corporate forecasting & Capacity Planning for a $36 million dollar portfolio across seven (7) tech executives for multiple projects/programs
- ~ Report on and mitigate monthly variance between forecasts and actuals. Provide support with PMMT allocations and reporting
- ~ Completed business Controls review and process improvement across seven different DAIT (Data Analytics & Insights Technology) platforms
- ~ Complete resource management for FTEs and Contractors monthly with < 1946 hours
- ~ Complete DAIT team (Data Analytics Information Technology) financial governance report monthly for executive review
- Credit disputes and reporting as a special project for QA team of credit bureau reporting
Business Controls Manager for Branded Cards, Marketing, CCB, IT and TPRM
Citigroup
Jacksonville, FL
12.2018 - 06.2020
- Fulfilled a critical role supporting Citigroup, a key client of the agency, coordinating projects to resolve issues within multiple lines of business for Global Banking. Developed and strengthened relationships with key stakeholders in the Internal Audit, Legal, Compliance, CBORC, Vendors, Government and Regulatory Affairs departments to meet the goals of each initiative.
- ~Responsible for Issue & Complaint Management process from opening of issue to creating corrective action plan, documenting milestones and determine remediation plan with LOBs to include validation that issue has been resolved and any new controls, policies or procedures are put in place timely
- ~Developed, modified, and executed guidance on Issue Management (policy, procedure or knowledge base update) due to regulatory updates
- ~Handled reporting calls to keep stakeholders up to date on high risk issues that are reported to OCC, FRB or CFPB due to customer impact.
- ~Authored business stories, issue analysis and fostered agile discussions of project scopes with senior managers, product managers, line of business leaders, and external vendors.
- ~Applied SDLC and other methodologies to capture substantial gains in efficiency and productivity in the escalation and resolution of issues.
- ~Assumed a lead role in risk management, identifying and measuring the severity of issues (residual risk) based on the controls and potential impact to project timelines
- ~Documented user stories for senior level management reporting and project delivery across retail/branded cards and marketing.
- ~Contributed to the success of multiple projects to investigate the erroneous application of foreign transaction fees on a class of executive and premiere card holders to include reporting to CFPB and remediation.
- ~Created workflows for new processes/controls in ServiceNow.
- ~Credited with achieving all project milestones and deliverables on-time and within budget across multiple lines of business.
Vice President, Service Delivery Consultant and Business Analyst for CTO
Bank of America
Jacksonville, FL
07.2017 - 11.2018
- Excelled in three contract engagements with Bank of America, encompassing Risk Lead for Workspace Services within the Chief Technology Office, Risk Lead for Architecture & Engineering within the Chief Technology Office and Global Business Continuity & Recovery Manager. In all roles, maintained the authority to plan IT and risk projects, request team members, and build project schedules and timelines, as well as all reports. -Calculated ROI for project and presented to executive team for approval by Senior Management.
- -Coordinated and led status calls to discuss and close project issues, hosting up to eight managers and 50 other attendees. On a weekly basis, communicated project updates and projected closure for all aged items in remediation.
- -Examined business continuity and disaster recovery applications in production, taking steps to track progress towards completion to enable the loading of new applications into the system prior to deadlines.
- -Collaboration with as many as 100 colleagues to ensure the timely launch of an offsite location for Business Continuity/Disaster
- -Recovery purposes; completed all required due diligence and updates in the Continuity Planning Tool.
- -Utilized ServiceNow for remote workforce and IT solutions across architecture & engineering platforms.
- -Partnered with IT and M&A to onboard new systems including telephony and updates to Archer GRC system.
- -Reviewed potential third party vendors using SA SIG and enhanced due diligence. Also, performed SOC1 and SOC2 reviews to complete the EDD process.
- -Handled review of raw data for trending of issues using excel, tableau and BI. -Weekly and Monthly updates done in SharePoint and PowerPoint then shared with the executive team for new opportunities.
- -Reviewed potential new opportunities with the marketing and control team to validate the process needed to create the opportunity while keeping reducing the exposure to risk.
Assistant Vice President, Risk Oversight/Third Party Risk Management
ROUNDPOINT MTG COMPANY
Charlotte, NC
03.2016 - 07.2017
- Launched the Risk Department with the Chief Risk Officer (CRO) from the ground up, providing the necessary framework to perform due diligence and assess risk associated with vendors and other third-party relationships.
- -Examined contracts such as RFPs, SOC1, SOC2, Statements of Work, and Master Service Agreements to identify potential risk while maintaining a database of vendors.
- -Administered a portfolio of open projects relating to Risk, Compliance, and Complaint process, providing weekly and monthly status updates to the Chief Risk Officer.
- -Handled CFPB complaints we received from clients to closure.
- -Handled credit bureau complaints and disputes including monthly credit reporting updates
- -Handled exam audits with the CFPB and performed internal testing to validate properly resolution was made.
- - Utilized Cognos for analysis and reporting on a weekly basis for all areas of risk & compliance.
- -Exercised the authority to review new products/services and business initiatives to highlight risk issues and business concerns through an enhanced due diligence process to include completion/review of SA SIG/SIG Lite.
- -Utilized Actimize for AML issue detection and training of AML team as well as for enhanced due diligence of new vendors
- -Led audits of business continuity and disaster recovery plans to ensure the sufficiency of internal controls.
- -Handled new/incoming loans acquired from other companies along with verification of all collateral docs and setup in system.
- -Coordinated requests and ensured the examination process was executed by third party auditors/CFPB regulators according to requirements.
- -Prepared monthly reports for the executive leadership team and board of directors to discuss internal and external clients as well as seek approval for new aftermarket products to increase company profits.
- - Assisted with writing/updating the IT DR and BC for 2016/2017 and provided updates to the CISO, COO and CRO on a weekly basis till completion.
AVP, Enterprise Risk for Healthcare & Aviation
GE WCS
Jacksonville, FL
11.2014 - 02.2016
- Served as the architect of test programs to identify and mitigate risk across the Aviation, Transportation, Healthcare, Oil & Gas, Wholesale, and Capital Markets, engaging with process owners to validate the use of internal controls.
- -Responsible for creating compliance and risk policies for healthcare and aviation then holding training classes across these LOBs and maintaining reports of employee completion.
- -Created department-level reference materials for state and audit purposes using visio. Defined and distributed department policies and procedures.
- -Developed reports on factored commercial accounts, verifying the full payment of funds and accounts or the proper transmission of demand requests.
- -Consistently met project timelines and communicated status updates and forecasted closure dates to management.
- - Created and delivered reports through Cognos and reviewed/delivered to senior managers on a weekly call.
- -Project lead on risk, compliance and issues that required remediation for cash, collections, factored accounts and new controls.
- -Led weekly calls with 7 other team members located in CT, FL and Budapest to update the audit/testing that they were working on for weekly reporting to the SVP of Risk.
- -Assisted with kickoff calls, follow-up calls, project updates, final reports for the audit as signed and results delivered to SVP Of Risk.
- -Managed a team of seven (7) analysts including three (3) in Budapest utilizing virtual meeting tools.
Education
Master's Degree - Education (MaEd)
Ashford University
Bachelor's Degree - Criminal Justice
Ashford University
Associate of Science Degree - Paralegal
Florida State College of Jacksonville
MBA - Business Administration
WGU
Skills
- Seasoned Operations and Strategic Leadership
- Skilled in Business Analysis/Process
- Handled risk, compliance and governance across 1LOD and 2LOD
- Leading program/project strategy for moderate/complex decisions across the company
- Improvement/Policy Implementations Validating Internal Controls/Risk Framework
- Actimize utilized for research and training fraud staff
- Coordinating and leading compliance testing including annual RCSA review/update Collaborating with Board & C-Level Executives on Best Practices
- Client experience maps & process mapping across mortgages, retail, sales operations and marketing Emphasis on efficiency and lean process
- Interviewing, compiling and delivering reports and processes to stakeholders/executives
- Experience in Business Continuity/Disaster Recovery/Resiliency Mgmt
- Developing Policies & Procedures with new employee training as needed
- Slack, ZenDesk, Zoom, Teams, Cognos, Taleo, Beeline and PPM experience
- Third Party Risk Management/IT/Oversight
- Skilled in Archer, Agile, JIRA, MSP, Salesforce, SP, Actimize and numerous other software programs
- Reporting knowledge using Hyperion, JIRA, Excel and Power BI
- Handled IA reviews and reporting to CRO
- Lead auditor, coordinated external audits and completed reporting on audit issues to IA and other senior stakeholders
- ServiceNow implementation to include PROD, UAT and Testing
- ProAct (Deloitte) - utilized for regulatory updates
- Handled contract reviews/redlines for third party suppliers/vendors
- Process mapping for risk & controls oversight
- Agile methodology Requirements gathering
- User acceptance testing Stakeholder management
- Process mapping SDLC
- Business process improvement
- Data analysis expertise SQL proficiency
- KPI tracking Data analysis
- Operations analysis Cost-benefit analysis
- Forecasting and planning Business intelligence tools
- Predictive modeling Data warehousing
- Project management Gap analysis
- Systems analysis Quality assurance
- Product management Data mapping
- Microsoft Office Suite Risk assessment
- Test case scenarios Release planning
- Operations management Strategic planning
- Process optimization Technical writing
- Product development Workflow Analysis
- CRM system Operational reporting
- Consulting Staff management
- Project finance Campaign performance tracking
- Internal auditing Customer targeting
- Revenue development Problem-solving
- Time management Attention to detail
- Multitasking and organization
- Stakeholder engagement
- Client relationship management
- Analytical thinking Workflow optimization
- Agile methodologies Market research
- Change management Data visualization
- Project presentation Business acumen
- Business case validation Reporting and documentation
- Requirements analysis BI tools expertise
- Business requirements and analysis
Certification
- Certified Six Sigma Black Belt - Expert Rating through PHH (2017)
- Certified Risk and Compliance Management Professional (CRCMP) through IARCP (International Association of Risk and Compliance Professionals) (2018)
Accomplishments
Certified SAFe 6.0 Practioner
Scaled Agile, Inc.
Timeline
Senior Business Analyst
Citizens Property Insurance Corporation
06.2024 - Current
Senior Business Product Specialist & Technical Writer
Eliassen Group
02.2023 - Current
Third Party Testing & Assessment, Senior Analyst, Vice-President
Citibank
07.2021 - 02.2023
Senior Business Analyst - Program/System Implementation
BNY Mellon
03.2021 - 07.2021
Business Reporting Analyst III for Wealth Management and Data Analytics/Information Technology
Bank of America
10.2020 - 03.2021
Volunteer Rotary Officer for Canteen/Finance
American Legion (Non-Profit Veterans Org.)
03.2019 - Current
Business Controls Manager for Branded Cards, Marketing, CCB, IT and TPRM
Citigroup
12.2018 - 06.2020
Vice President, Service Delivery Consultant and Business Analyst for CTO
Bank of America
07.2017 - 11.2018
Assistant Vice President, Risk Oversight/Third Party Risk Management
ROUNDPOINT MTG COMPANY
03.2016 - 07.2017
AVP, Enterprise Risk for Healthcare & Aviation
GE WCS
11.2014 - 02.2016
Master's Degree - Education (MaEd)
Ashford University
Bachelor's Degree - Criminal Justice
Ashford University
Associate of Science Degree - Paralegal
Florida State College of Jacksonville
MBA - Business Administration
WGU