Marta Zuazua

Extensive management experience in customer and non-customer facing environments, managing managers and diverse, multi-cultural teams of up to 120+ people as well as working closely with support and cross-functional teams. Happy to change industry, put my transferrable skills to work and contribute to build an organization that is exciting, fulfilling, meaningful and fun. If you feel I am a good fit for your organization do not hesitate to get in touch with me.

Position focused on addressing common opportunities for continuous innovation and business results. Collaborated with regional and global partners to lead across 13 geographically dispersed teams multiple improvement, standardization and centralization initiatives, and strategic programs around customer interaction and experience, employee satisfaction and operational efficiency and effectiveness, ensuring consistency of approach and sharing of great practices and lessons learned

6 direct reports and a total team of 120+ indirect reports of Customer Service Reps, Customer Relations Managers, Back Office Reps and Project Office Managers. Overall day to day operations of the Contact Centre, ensuring that the Customer Service Centre runs smoothly from an operational perspective to service over 140 multinational corporate clients and over hundred thousand VIP customers across EMEA, in 17 languages and 24/7; 5 business lines.

Cross-functional position to support the optimal operating of the Barcelona Service Center site through initiatives previously defined by the Executive Committee.

Locally lead the change and transition of the Treasury operational activities across the region into the EMEA Hub being established and provide leadership to a small team of 4 direct reports and a team of 10 people in their day to day Back and Middle Office activities; plus managerial oversight of the Citibank Spain Securities Operations unit, managed through 2 direct reports and 15 heads.

Head of Operations overseeing the day to day management of 5 departments through a team of 3 direct reports and 25 heads. Promoted into this position after having held mid-management roles in all operational areas of the bank as well as in client-facing areas managing a portfolio of 800+ clients and trading financial instruments in the Treasury Room.

Corporate Loans: Support the creation of a new department for Corporate Loans working closely with the Director. Setting the operating model, procedures and controls and building relationships with multi-national banks and institutions in Spain, Andorra, Portugal and Macao to grant multimillion-dollar loans to mainly petrol companies. North America Nostro Accounts unit: Perform daily reconciliations and trouble shooting of unmatched positions.