SANDRA LAYER

Skills

Risk Assessment
* Operational Risk Management
* Risk Identification & Mitigation
* Risk & Control Self-Assessment (RCSA)
* Regulatory Compliance
* Compliance Monitoring
* Regulatory Testing
* Internal Controls
* Control Assessment & Testing
* Issue Management
* Risk Analysi
* Customer Service
* Customer Relationship Management
* Customer Support
* Client Relationship Management
* Conflict Resolution
* Problem Resolution
* Complaint Resolution
* De-escalation
* Active Listening
* Verbal & Written Communication
* Customer Retention
* Delinquent Account Management
* Payment Resolution
* Payment Negotiation
* Account Reconciliation
* Credit & Collections
* Debt Recovery

About

I am a bilingual (English/Spanish) Operational Risk and Compliance leader with over 10 years of experience driving governance, regulatory compliance, and operational excellence across U.S. and LATAM financial institutions.

Currently serving as VP, Operational Risk Manager, I specialize in building scalable risk frameworks, strengthening internal controls, and leading cross-functional teams to deliver sustainable business performance in highly regulated environments.

My expertise includes:

• Enterprise Operational Risk Management
• Regulatory Compliance & Internal Controls
• Risk Assessments & Control Testing
• Process Optimization & Operational Transformation
• Vendor & Third-Party Risk Governance
. Call Center Management
• Executive Stakeholder Management (US & LATAM)
• Training, Coaching, and Organizational Development

I have successfully led strategic initiatives that improved operational efficiency, reduced risk exposure, and enhanced compliance readiness while fostering collaborative, high-performing teams across geographically distributed environments.

I am particularly interested in remote leadership opportunities where I can support organizations scaling governance, risk, and operational frameworks across global markets.

📍 Open to Remote Opportunities (U.S. & Puerto Rico eligible)