Teneille Lewis
LP 51/1 Monroe Road, La Canoa Rd, Lower Santa Cruz
Summary
Forward-thinking Operations Professional with 10 years + of experience driving companies to achieve Operational Excellence by finding efficient and innovative ways to overcome challenges. Instrumental in helping key leaders identify and Implement fundamental strategic process improvements thereby decreasing operational costs without increasing risk exposure.
Overview
10
10
years of professional experience
Work History
OPERATIONS OFFICER – DIGITIAL & ELECTRONIC SERVICE
FIRST CITIZENS BANK LIMITED
01.2020 - Current
- Responsible for the efficient operations of the Authorization ensuring the integrity of first-line fraud monitoring of ATM, POS, Credit Card, Debit Card, and Electronic Transactions to minimize customer service risk and financial loss to the bank
- Analyses (comprehensively) customer transaction activity as it pertains to anti-money laundering & commingling guidelines and makes recommendations to the Manager- Operations and Manager Payment Risk and Compliance
- Completion of Key Control Assurance Reviews for the Unit in line with the established timelines and standards
- Responsible for the effective efficient daily operations of the Card Issuing Business Unit which includes the overall supervision of the Operations staff, custody and issuance of all plastic cards (credit, ATM debit, and prepaid), pins, and controlling the level of un-collected credit cards within the Branch Network
- Responsible for the department’s monthly staff meeting held with Senior Managers whereby simplifying key directives to ensure staff understands market trends and future plans
- Supervising staff and reviewing performance ensuring adherence to the Bank’s personnel policies, providing on- the-job training, coaching, mentoring, motivating, and initiating corrective action where necessary to aid in the development of the staff and conducts bi-annual performance appraisal
MANAGER - OPERATIONS AND CUSTOMER SERVICE, ISSUING BUSINESS (AG.)
FIRST CITIZENS BANK LIMITED, ELECTRONIC BAKING UNIT
01.2021 - 04.2021
- Ensure compliance with group financial controls and group accounting policies for the Credit Card operations/Prepaid Card and E-First Operations
- Develop operational plans and budget for the department and monitor the month-end financial reporting including Profit and Loss, reconciliation, and variance analysis
- Manage risk control/reduction initiatives
- Monitor the integrity of card and E-First operations by ensuring compliance with the Bank's standard policies and procedures
- Ensure that staff is deployed to achieve maximum productivity by identifying manpower requirements, including training and development needs
- Manage human resources necessary for the efficient and professional operation of the company
ACCOUNTING & SETTLEMENT OFFICER & SENIOR SETTLEMENT OFFICER (Ag.)
FIRST CITIZENS BANK LIMITED, CARD ISSUING BUSINESS
07.2014 - 12.2017
- Reconciled Issuer Card Settlement
- Prepared reconciliation of foreign transactions with the Treasury and International Trade Centre and Local Settlement Accounts held with Republic Bank Limited.
- Reviewed and authorized the monthly reconciliation of all control accounts within the settlement process to ensure accuracy, timely resolution of errors and outages, consistent quality formats, and proper accounting and reconciliation practices in the settlement function.
Education
Bachelor of Law (LLB) -
UNIVERSITY OF LONDON
04.2024
M.Sc. Strategic Leadership and Management -
UNIVERSITY OF THE WEST INDIES
Bachelor of Business Administration (BBA) Human Resource Management and Finance -
UNIVERSITY OF NEW BRUNSWICK FREDERICTON CANADA
Associate Degree in Business Administration (ADM) -
UWI SCHOOL OF BUSINESS AND APPLIED STUDIES LTD (ROYTEC)
Skills
- Building Pivot Tables & Dashboards
- Operational Excellence
- Process Improvements
- Proactive Problem Solving
- Analytical Skills
- Teamwork
- Budget Control
- Cost-reduction strategies
- Strategic planning and execution
- Regulatory Compliance
- Negotiation
- Business Analytics
Career Highlights
- Lead Officer for improving First Citizens Digital and Electronic Service Customer Service Score in the Internal Customer Service Survey (ICSS) from 58% to 82%.
- Lead Officer for the Migration and Distribution of 144,000 First Citizens Visa Debit Cards, reducing card skimming fraud by 67%.
- Responsible for the conceptualization, creation and implementation of a First Citizens Credit and Debit Card Inventory Management Dashboard for ease of procurement and purchasing of Cards.
- Conceptualization of the Automation of First Citizens Credit Card Replacement Process allowing automatic creation of cards initiated by customers via the website.
- Conceptualization and Implemented Customer Tablets at all First Citizens Bank Retail branches across Trinidad and Tobago in alignment with modern digital banking.
- Create and Implemented a Retail Banking Playbook to support First Citizens Group Customer Service Experience Meta Strategy 1.
Accomplishments
- Certificate of Excellence – University of London 1st Place Student for Contract Law 2020-2021
References
References available upon request.
Timeline
MANAGER - OPERATIONS AND CUSTOMER SERVICE, ISSUING BUSINESS (AG.)
FIRST CITIZENS BANK LIMITED, ELECTRONIC BAKING UNIT
01.2021 - 04.2021
OPERATIONS OFFICER – DIGITIAL & ELECTRONIC SERVICE
FIRST CITIZENS BANK LIMITED
01.2020 - Current
ACCOUNTING & SETTLEMENT OFFICER & SENIOR SETTLEMENT OFFICER (Ag.)
FIRST CITIZENS BANK LIMITED, CARD ISSUING BUSINESS
07.2014 - 12.2017
Bachelor of Law (LLB) -
UNIVERSITY OF LONDON
M.Sc. Strategic Leadership and Management -
UNIVERSITY OF THE WEST INDIES
Bachelor of Business Administration (BBA) Human Resource Management and Finance -
UNIVERSITY OF NEW BRUNSWICK FREDERICTON CANADA
Associate Degree in Business Administration (ADM) -
UWI SCHOOL OF BUSINESS AND APPLIED STUDIES LTD (ROYTEC)
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