Compliance Business Control Manager
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To advance my career by leveraging extensive leadership, operational, risk and team management experience in a challenging management role with opportunities for continued professional growth. Proven ability to lead and develop high-performing teams, strengthen operational controls, manage risk, drive performance, and promote continuous improvement. Bring strong supervisory, administrative, analytical, and bilingual communication skills, along with a commitment to operational excellence, accountability, and achieving organizational objectives.
Compliance Business Control Manager - Citi Group – Cards Collections & Recovery
(2022-07 - 2026-08)
Lead a team of 8–10 Business Control Analysts responsible for quality and control reviews designed to identify and mitigate operational and compliance risk. Exercise full leadership and supervisory responsibility, including performance management, quality and timeliness of work, scorecards, coaching, employee development, engagement, retention, and recruitment. Assess business and operational risks, ensure effective controls are in place, analyze review results and trends, conduct root cause analysis, and communicate findings to operational teams while driving corrective actions and recommendations.
Oversee quality procedures, escalate and report control issues, and support Compliance and Audit requests. Partner with multi-site Operations Quality Control, MIS, and systems teams to ensure reporting accuracy, data availability, and consistency across Credit Operations. Participate in cross-functional projects and continuous improvement initiatives while promoting a culture of accountability, integrity, respect, and operational excellence.
Collections Unit Manager - Citi Client First – Cards Collections
(2009-09 - 2022-07)
Led a team of 18–20 bilingual associates to achieve individual and team performance goals across collections portfolios. Managed and analyzed key performance and productivity metrics, including availability, call time, financial results, compliance, scheduling, payroll, and adherence, utilizing multiple operational systems to drive performance. Provided leadership, coaching, and ongoing performance feedback through side-by-side coaching and call monitoring.
Fostered an engaging work environment focused on employee development and retention while promoting accountability, integrity, and respect. Supported recruitment and attrition management and participated in cross-functional projects and continuous quality improvement initiatives.
B.A - Education - University of Arizona (2004 - 2008)
