Pamela Massey

Program Manager and advisor to global functions on Consent Order-related projects
Utilize a high-touch approach to partnering with stakeholders on the development of project plans, as well as driving execution of Consent Order-related deliverables
Manage and track project deliverables in support of the transformation – ensure key milestones and deliverables are met, and facilitate issue resolution
Keep all constituents, including dependency participants informed of execution progress through regular communication, presentations and status reporting
Program manage change efforts within each function and connect to the central efforts across the overall transformation. Deploy change and program management that drives business strategy and initiatives
Participate in both the first and/or second line function as well as HR and HR transformation work streams as the HR expert representing and owning key HR activities within both pillars
Understand the human capital implications of the target state plans within each Function and help design and drive the action plans in partnership with the HR Advisory teams
Partner with Enterprise Transformation and the Program Group Leads as well as Organization PMOs to achieve expected levels of sustainability to meet regulatory expectations, reduce risk, address article, gaps and to pass Internal Audit validation
Prepare scoping, challenge and closure documentation according to Central Program PMO and TPO standards for check and challenge and IA validation
Prepare and maintain evidence in the form artifacts to support completion of each deliverable into a centralized Program SharePoint
Apply Organizational Development expertise to diagnose business needs and develop and implement creative solutions using change and culture management expertise

Providing independent oversight and challenge of the business as first line of defense
First line adoption and execution of Citi's enterprise risk governance framework
Drive a strong risk and control culture
Lead the execution of governance principles, standards and protocols that promote the identification, measurement, control and reporting of risks

Spearhead end-to-end operations management through strategic planning and incident management for Payment Protection Insurance Claim Management across former Citi accounts, including, Egg and Citi Financial brands.

● Ensure the delivery of reliable, quality and timely services to clients at the least cost, in a secure and controlled environment while ensuring maximum profitability and compliance with bank policies and procedures.

● Utilised exceptional leadership attributes, while managing 700 people and 15 vendors to enhance operational efficiencies.

● Oversee day-to-day operations in compliance with regulated third party management standards supported by 15 vendors of multiple size.

● Administer executive reporting at board, corporate and regulator at a global level.

● Supervise site management of a regional office to ensure seamless operations. Administer management of operational budget of £10mm annually for the past 4 years

● Governed strategic planning of business - to meet a global requirement and strategy of the bank

● Ensured regulatory interaction, implementation and adherence to the FCA, FOS and ICO requirements..