PAOLA ANDREA CASTRILLON LOPERA
Business Management
Bogotá
Summary
Experienced Onboarding and Client Services Manager with over 10 years of expertise. Possesses strategic planning and resource management knowledge for optimal operational performance.
Proactive and diligent individual dedicated to continuous operational improvement.
Forward-thinking team leader skilled at optimizing departmental operations to achieve objectives. Recognized for reliability and adaptability, with a quick ability to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
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Overview
13
13
years of professional experience
Work History
Onboarding and Account Opening Manager (AVP)
Citibank Colombia S.A
02.2017 - Current
- Leading the Onboarding and documentation process of new clients and mutual funds, including conversion, mergers, and acquisitions projects, assisting them into the local market regulation.
- Establish and maintain close working relationship with clients and within team to facilitate an open and direct communication of issues, needs, queries and concerns; in such case may be responded to in an efficient, prompt and professional manner
- Manage detail corrective actions plans, tackling of issues at a root-cause level, and working with internal teams and external reviewers to ensure actions are sufficient
- Represent the market in regional meeting where is required the Colombian input or point of view for market practices
- Act as the key point of contact with the FRSS team to process the documentation from clients to comply with the FATCA and CRS reporting requirements.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Established policies and procedures that improved operational efficiency within the organization, maintaining the service level agreement of accounts.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Act as the key point of contact for audits and reviews carried out by, but limited to, regulators, internal and external audit, and regional reviews.
- Enhanced team productivity by providing training and mentorship to junior staff members.
Account Opening and Client Services Manager
Cititrust Colombia S.A
06.2012 - 01.2017
- Responsible for customer interaction, documentation issuance, review and system setups
- On charge of all account opening functions delivering those timely and accurate, as well as delivering superior customer service and resolution of customer issues
- Performed day to day management of the account opening and maintenance processing, including daily management of in-process, pended, and service related activities
- Responsible for various types of project management in the account services space, and benchmark cross-functional relationships with all teams and the Region
- Consistent delivery of high quality service to customers through meeting or exceeding customer expectation guided by service level agreements and efficiency/accuracy standards
- Monitor customer satisfaction and service level and drive process changes
- Provides innovative solutions to clients
- Understand new customer requirements and ensure adequate support to new customer requirements and initiatives
- Maintained open lines of communication between clients and internal teams, fostering strong partnerships based on trust and transparency.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Monitored key performance indicators to ensure consistent, high-quality service levels were maintained.
- Ensured awareness and full compliance of internal processes, regulations, policies, guidelines, procedures, and practices
Education
MBA - Business Administration And Management
UNIVERSIDAD CAMILO JOSE CELA
Madrid- Spain10-2019
Diploma - Banking And Finance
CEUPE - CENTRO EUROPEO DE POSTGRADO
Madrid - Spain06-2020
Skills
- Excellent interpersonal and customer service skills
- Strong Analytical Skills, Problem Resolution through innovation
- Highly effective simplifying processes in order to enhance the customer experience
- Positive work ethic and commitment to providing outstanding service
- Proven Leadership Skills, Project management
- Cross-functional coordination and staff management
- Teamwork and collaboration
- Deep knowledge in Citi platforms such as Secore, QMA, Citidocs, Cosmos, KYC, Citiscreening, CDS, etc
- Documentation and reporting
- Goal setting
- Operations management
Additional Information
English Proficient
Spanish Native
Italian Basic
Timeline
Onboarding and Account Opening Manager (AVP)
Citibank Colombia S.A
02.2017 - Current
Account Opening and Client Services Manager
Cititrust Colombia S.A
06.2012 - 01.2017
MBA - Business Administration And Management
UNIVERSIDAD CAMILO JOSE CELA
Diploma - Banking And Finance
CEUPE - CENTRO EUROPEO DE POSTGRADO
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