Angel M. Santibáñez Rodríguez

Led, coached, mentored, and developed a team of high-performing Customer Success interns, leveraging extensive Financial Markets (FX, Wealth, Commodities, Fixed Income) expertise to enhance their skills and performance.

• Collaborated with global peers to share best practices and deliver thought leadership in shaping the Customer Success strategy, while cultivating a deep understanding of customer requirements to align LSEG product offerings, fostering internal relationships, and creating end-user campaigns that enhanced retention and revenue goals .
• Delivered thought leadership to shape and advance the Customer Success strategy at business, regional, and global levels, fostering partnerships with internal and external contributors.
• Monitored customer health and adoption metrics, executed customer success plans, and provided timely insights on trends and opportunities to enhance satisfaction, drive renewals, and inform business strategy for key internal stakeholders.

• Partnered with cross-functional teams to provide high-complexity technical data for financial reporting, performed risk assessments, and coordinated compliance activities with Global Risk Services and Financial Risk Management.
• Conducted analysis on trade-related risks and collaborated with senior traders to identify, analyze, and integrate relevant risks into position reports for commodities, foreign exchange, and counterparty risks, ensuring integrity and compliance across all trading activities.
• Developed and implemented risk management strategies while validating position reports and managing timely market price curve calculations, ensuring accurate market data is received and verified.
• Led compliance efforts with data vendor contracts and internal controls to support SOX requirements, monitoring adherence to established limits and communicating breaches with corrective action follow-ups.

• Managed credit line increase requests for credit card clients, ensuring seamless service for those not invited to campaigns by facilitating branch visits and sales outreach.
• Coordinated the launch of campaigns, aligning Marketing, Risk, Operations, Branches, and Sales to deliver timely and effective solutions that meet client needs.
• Developed and updated training manuals and regulatory guidelines to enhance client service delivery and ensure consistent operational excellence.
• Proposed and implemented client-focused internal controls and placement channels, while monitoring key financial indicators (KPIs) to optimize income and placement outcomes for clients.

• Analyzed and evaluated performance indicators across various bank departments, particularly Business and Risk, to ensure client credit assessments align with global policies and local regulations for all types of credit products.
• Managed and controlled client files related to Corporate Credit approvals, ensuring effective monitoring and diversification of risks to protect client interests and enhance service delivery.
• Verified the application of policies and procedures in the Credit Manual and current legislation, ensuring compliance to safeguard client transactions and promote operational integrity.
• Conducted periodic reviews of credit studies and classification memos for diverse credit products, while managing processes in banking systems to validate and implement internal credit programs that meet client needs effectively.

• Collaborated with team members to support branch operations and uphold security measures, ensuring profitability of the Foreign Exchange Bureau by achieving targets and KPIs while maximizing FX sales through effective customer engagement and adherence to company policies and ongoing professional development.
• Assisted with daily operations, including FX cash reconciliation and monitoring stock levels of, to maintain optimal service delivery and minimize risks.
• Developed new business leads and increased bureau exposure through strategic social media promotion and monitoring of local competition to manage rates and margins effectively.