1. Professional Profile – Charmaine Rose Anderson 1
CHARMAINE ROSE ANDERSON
3 St Michael’s Terrace, Apt 105A St Michael’s Riviera, Kingston 6, Jamaica
Telephone: 876-361-8710  Email: charmainerosea@gmail.com
Banking | Business Analyst | Financial Advisor | Project Management
| Learning and Training | Customer Care Management | Adjunct
Lecturer
Result-oriented professional with in excess of 30 years experience in Banking and Project
Management with a track record of proactively analysing and recommending strategic operational
initiatives in a dynamic Financial Services sector. Specializes in streamlining operations with the
integration of Information Technology to achieve optimal efficiency and highest rates of returns to
investors
Expertise Highlights
Operations Management  Business Process Re-engineering and Process Improvements 
Computer software integration & implementation  Customer Service and Call Center
Management  Training and Learning Capabilities  Quality Assurance Analysis and Problem
Resolution  Technical Support and Change Management  Project Management  Business
Process Analyst  Re-engineering Methodology  Teaching
Professional Experience
Student Loan Bureau Deputy Executive Director Jan 2017 - present
CIBC FirstCaribbean
International Bank
Process Analyst Contract - July 2016 -
present
HEART-NTA (Vocational
Training Development
Institute-VTDI)
Adjunct Lecturer September 2015
First Global Bank Limited
Kingston, Jamaica
 Senior Manager,
Operations Processing
 Manager, Systems &
Processes
Jan 2015 – Feb 2016
June 2010 – Dec 2014
 Operations Manager June 2007 – May 2010
Victoria Mutual Building
Society
Branch Manager
Falmouth, Jamaica
2003-2006

2. Professional Profile – Charmaine Rose Anderson 2
Smythe Witter & Associates
Kingston, Jamaica
(Associate Project
Consultant)
2000 - 2003
CIBC West Indies Holdings Consultant – Strategic
Initiatives
2000 - 2002
Palace Amusement
Company Limited
Cinema Manager (part-time) 2000-2001
CIBCFCIB Bank Ltd
Kingston, Jamaica
Barbados, Bahamas
 Implementation and
Change Management
Analyst
 Business Process and
Quality Assurance
Analyst
 Technical Support
Analyst (Application
and User Support)
 Branch Operations
Officer
 Internal Control Officer
(Audit)
 Assistant Customer
Service Manager
1984 – 2000
Some Career Highlights
First Global Bank Limited
Operational Transformation – successful
transformation of Back Office operations that
contributed to almost 50% of the bank’s net
profit. Portfolio included:
Treasury Settlement and Operations
 Cash and liquidity management
 Funding and capital markets
 Financial risk management
 Securities processing
 Funds services via SWIFT and
local portals (local and
international)
 Asset and liabilities management
Proof Operations
 Automated Clearing House
(ACH) processing
 Cash letters
 Cheque processing and
exchanges
Centralized Back Office
 Debit and credit card
services and operations
 Support front offices by
the management and
execution of non-facing
customer transactions
Remote (Video) Teller Operations
 Processing through Video
Teller channels
Operational Processes
 Formulates and document
policies and procedures to
ensure best practices aimed at
improving efficiencies and
effectiveness of processes and
ensure alignment with strategic
plans.
 Responsible for the support of
operational processes and
system applications implemented

3. Professional Profile – Charmaine Rose Anderson 3
Customer Service
 Ensures that processes and
procedures support optimal service to
customers
 Manage a team of application support
officers responsible for support to
branches and other operating units to
effectively resolve customer issues
arising from transaction processing.
Risk Management
 Manages the effects of systemic risks
and risks associated with transaction
processing, product development
and investment activities.
 Performs analysis of operations to
identify non-adherence to or gaps in
policies and procedures and
implement measures necessary to
mitigate risk exposure.
Project Management
 Manages project deliverables
including testing and quality
assurance with respect to
applications and procedures
deployed within FGB ensuring
completion within budget and
schedule.
 Assists in supporting the
implementation of process changes.
Coordinate and support User
Acceptance Test (UAT) activities
Training
 Provides consultative services and
participate in the design and delivery of
training to the entire bank network.
 Works closely with process leads to
ensure that SharePoint and other user
portals and libraries are updated with
new and amended documentation
Achievements
 Development of workstreams that achieved increased efficiency ratios and exceeded targets
for three (3) consecutive years
 Improved customer satisfaction ratio supported by re-alignment of focus on customer
experiences via all of the channels of service delivery.
 With the use of management tools such as Time and Motion Study, improved efficiency
resulting in the reduction of and improvement in the turnaround time for transactions processing
 Ensures satisfactory rating for internal and external audits by the ongoing revision of processes,
procedures and metrics to mitigate specific components of operational risk throughout the bank
 Contributes to the effective execution of projects and the integration of the initiatives in
the ongoing operations ensuring that timelines are met at agreed budget
 Ensures that the overall operational and technical capabilities of the organization support
superior service delivery to customers
Victoria Mutual Building Society
Spearheaded the growth of the branch through the development, implementation and
management of strategies that were responsive to market conditions and the competitive
landscape.
Achievement
 Increased both loan and deposit performances by over 100% within the first year by
employing aggressive marketing schemes, sales plan and employee retention
 Maintained consistent growth of the loan and deposit portfolios

4. Professional Profile – Charmaine Rose Anderson 4
CIBCFCIB Bank Ltd
 Consultant, Strategic Initiatives -
Directed the planning, assessment,
development and implementation of
strategic projects and initiatives to the
Business Support and Strategic
Initiatives within the CIBC regional
group.
 Implementation and Change
Management Analyst – responsible
for the management of changes
introduced in the business to ensure
compatibility within the Caribbean
region, alignment across business
units and incorporating the
organization’s strategy
 Business Process and Quality
Assurance Analyst – Project team
leader for the Caribbean region (for
loan/credit products and processes)
on the re-engineering project wherein
a new banking system replaced
several stand-alone systems and
applications
 Technical Support Analyst
(Application and User Support) –
As a subject matter expert,
functioned as liaison between branch
operations and the Information
Technology unit to assess issues
reported by the branches/units and
providing/recommending the
appropriate IT solutions.
 Branch Operations Officer -
Supervised the International Trade
Finance functions of the main branch
(Letters of Credit, Documentary
Collections and Foreign Exchange)
 Internal Control Officer (Audit) -
Ensuring compliance with the internal
control policies and procedures of
bank, CIBC Head Office (Canada),
external auditors and regulators
 Assistant Customer Service
Manager – Supervised a team of
over twenty (20) tellers and
customer service agents in the main
branch
Achievement
 Establishment of a Centralized Securities Unit within each region factoring the uniqueness
of each island’s legislative and regulatory framework. Defined roles and responsibilities
of unit members ensuring that separation of duties is maintained and alignment with
internal controls policies around a robust risk management framework. The scope of the
job also included the development of process flows and documentation of business
processes and procedures
 Developed Business Continuity Plan (BCP) for the region.
The plan was successfully used in 2004 after the passage of hurricanes Ivan (impacted
Jamaica), Frances and Jeanne (impacted the Bahamas). The document later became the
framework for future plans.

5. Professional Profile – Charmaine Rose Anderson 5
Education
Project Management Global Institute
 Certificate - Mastery in Applying Project Management
 PMP Certification – currently pursuing
The University of Manchester/Manchester School of Business
 MBA in Finance
The Jamaica Institute of Management
 Certified Personal Financial Advisor
University College of the Caribbean (formerly The Institute of Management & Production)
 Diploma in Financial Management
The University of the West Indies
 Certificate in Management Studies
Ardenne High School
 High School Certificate with passes in CXC and GCE
Personal Highlights
Volunteered service at the Bustamante Hospital for Children
Past executive member of the Trelawny Chamber of Commerce
Served as Secretary – Governor General Awards Committee (Trelawny)