Krista Gulalo
Managing Director
Operations Leadership; Lending Operations Expertise; Administrative Agent
Krista Gulalo is a Managing Director at Ankura Trust Company based in Fairfield. She comes to Ankura with more than 19 years of leadership experience in commercial lending operations, managing all levels of employees in loan servicing, customer service, project management and system development and implementation. She has expertise in change management including, process improvements/re-engineering and divestitures.
- Experience
Krista has held multiple leadership roles in lending operations at both Sterling National Bank & GE Capital before joining Ankura. She has domain expertise in direct, participation, and administrative agency servicing. While at Sterling, Krista led and participated in system conversion, business integration, and ad-hoc projects across all loan operations including commercial lending, commercial real estate, and consumer loans.
Krista’s professional experience includes:
- Led a team of close to 50 global team members servicing an 85 billion commercial lending portfolio.
- Managed multiple support processes, consisting of 45 global FTEs, including investor care, audit confirmations, and the inflow of customer requests and documentation.
- Monitored and ensured visibility of key metrics for all processes, including invoicing customers, cash application/reconciliation, and issue resolution by driving team accountability.
- Responsible for all hiring, training and productivity management of the lending operations associates.
- Developed and implement new business processes and strategies that improve productivity while continuing to improve customer service and team accuracy.