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Current Responsibilities

Based in Charlotte, Ms. Luciani serves as the Business Services Managing Director for the Bank of America global account.  The global account includes nearly 60 million square feet and ~1,200 employees in North America and Asia-Pacific regions. Ms. Luciani is responsible for leading the Business Services team comprised of the Total Facility Management platform (Facility Management, Engineering, Health Safety Security and Environment, Energy & Sustainability and Soft Services) and the Project & Development Services platform. The TFM and PDS platforms are responsible for driving innovation and best practices, establishing standards and processes, managing national programs, and providing support for the regional execution teams. In addition, Business Services includes the portfolio-wide Supply Chain function and Risk & Compliance. Risk & Compliance is responsible for proactively managing operational risks and maintaining compliance with applicable banking and real estate regulations, company policies, procedures and contractual obligations.  

Experience

Ms. Luciani joined JLL in December 2015 to develop and lead the Risk & Compliance program for the Bank of America account. In March 2018, she was selected to lead Business Services on the Bank of America account.  Prior to joining JLL, Ms. Luciani was a Senior Manager in the Advisory Services practice of Ernst & Young (EY) where she led risk and compliance engagements to assist financial services clients in areas such as, improving their risk and controls self-assessment programs, leading assessments to ensure compliance to various financial services federal regulations and responding to OCC consent orders.

Prior to EY, Ms. Luciani was a Senior Vice President at Bank of America for 17 years serving in multiple executive capacities primarily in the consumer bank, including COO of Credit Card operations where she was accountable for offshore migrations, supplier management, business continuity, site strategy, strategic planning and operational risk and compliance.  Immediately prior, Ms. Luciani was responsible for Credit Card call center operations including call forecasting, workforce management, reporting, site strategy, supplier management and process improvements to restore the contact center's stability.  Ms. Luciani led a number of large-scale transitions into Bank of America line of businesses following an acquisition. These transitions included affluent banking, military banking and human resources technology implementations such as performance management, recruiting and talent management tools.  Ms. Luciani was the affluent banking (Premier Banking) COO where she led the team accountable for strategic initiatives, learning and development, communications, business continuity, governance management, capacity management and operational risk and compliance. Ms. Luciani started her career at Bank of America with a reengineering group and redesigned numerous processes to achieve business objectives resulting in improved business performance, customer and employee satisfaction.

Education and Affiliations

  • Six Sigma Green Belt