Nevin Fernandez

Customer-centric professional with a strong record of addressing client priorities, resolving escalations within prescribed TATs, and consistently driving high satisfaction and service excellence. Strategic, out-of-the-box thinker with proven experience in Risk & Control Management, process governance, and continuous improvement-establishing robust controls, streamlining workflows, and ensuring compliance while enhancing productivity and operational resilience. Self-motivated, multi-tasking team leader and mentor, adept at engaging with diverse stakeholders across cultures and professional levels, embracing new technologies, and adapting to evolving policies, procedures, and business directions. Proficient in Data Management and analysis, with hands-on exposure to tools such as Alteryx and Tableau to derive insights, support decision-making, and strengthen risk, control, and performance reporting.

• Control Manager - Program (Associate), JP Morgan Chase & Co., MM/DD/YY, MM/DD/YY, Part of the Asset & Wealth Management Control Management function, responsible for driving risk, control, change management, and regulatory compliance initiatives, while leveraging data analytics to support structured reporting and decision-making., Manage and execute control, risk, and compliance activities in line with internal policies, regulatory requirements, and firmwide standards., Assess newly created or amended laws, regulations, and regulatory obligations, ensuring timely routing to impacted business processes and stakeholders., Partner with business, operations, compliance, and legal teams to interpret regulatory requirements and support implementation of compliant process changes., Support change management initiatives by coordinating regulatory-driven process updates, tracking actions, and ensuring closure within defined timelines., Identify potential control gaps, risks, and process inefficiencies, and recommend mitigation strategies to strengthen the overall control environment., Leverage Alteryx for data preparation, validation, and analysis, and Tableau for data visualization and dashboard creation to enable structured, insightful reporting., Maintain accurate documentation, evidence, and management information (MI) to support audits, examinations, and internal reviews., Provide ongoing stakeholder engagement and advisory support to enhance regulatory awareness and sustained compliance across the Asset & Wealth Management business.
• Branch Review Analyst, JP Morgan Chase & Co., MM/DD/YY, MM/DD/YY, Part of the Centralized Testing Team to perform quality reviews as per designed test plans., Execute assigned quality reviews per established daily targets, with the utmost precision., Leverage documentation and/or video footage to evaluate branches adherence to policies and procedures., Identify additional testing opportunities/test plans/questionnaire improvement, based on findings from completed testing., Perform Pilot's & UAT's. Document & present findings along with recommendations for potential enhancements., Undertake and promptly deliver on additional testing related assignments.
• Claims & Disputes Specialist, MM/DD/YY, MM/DD/YY, Managed fraud and merchant dispute claims across Debit Card, ATM, ACH, Checks, and Online Banking for consumer and business accounts, in line with federally regulated guidelines., Delivered high-volume customer support, handling millions of calls and claims annually across global sites (US, Philippines, India) while maintaining service quality., Reduced first-party fraud losses through effective security controls and investigative review., Built strong customer relationships by identifying needs and delivering timely, compliant resolutions.
• Customer Service Executive - Telephone Banking Operations, HSBC Electronic Data Processing India Pvt. Ltd., 05/13, 10/14, Worked for HSBC Bank UK and extended banking support to account holders & potential customers to get their various needs & queries resolved., Gained knowledge on sanctions, fraud prevention, anti-money laundering, fraud protection, UK banking regulations: FSA (now called FCA) and financial ombudsman guidelines.
• Trainer, TutorVista Online Services / PEARSON Education, 02/11, 10/12, Growth Path: Joined as Tech Support Executive and rose to the position of Trainer.