Christopher Hayes Email & Phone Number

Sydney, New South Wales, Australia

Cohesive customer data• Undertake analysis of data from divergent sources and report/present findings in a cohesive manner.• Discover and utilise research and data available from external sources as a supplement to data available internally and ensure consistency in reporting.• Generate insights, identify key and emerging trends and issues relating to customer experience.• Work collaboratively with business functions to identify information needs and ensure appropriate… Show more Cohesive customer data• Undertake analysis of data from divergent sources and report/present findings in a cohesive manner.• Discover and utilise research and data available from external sources as a supplement to data available internally and ensure consistency in reporting.• Generate insights, identify key and emerging trends and issues relating to customer experience.• Work collaboratively with business functions to identify information needs and ensure appropriate analysis and reporting is undertaken to meet all objectives.• Tailor reporting and presentation of results/insights to the stakeholder’s needs and level of understanding.• Develop a strong understanding of AC3 customers needs.Customer lifecycle journey mapping• Develop a deep understanding of how AC3 business operates by engaging with internal stakeholders.• Work with key stakeholders to document the customer lifecycle at AC3, across all business units. • Document customer journey maps. • Document customer personas (based on lifecycle stage).• Use business analysis best practice.• Creation of process maps and identification of areas for potential improvement.• Organising and facilitating workshops with internal stakeholders.• Deliver customer lifecycle map• Deliver customer journey maps• Deliver customer personasCustomer experience processes• Make recommendations on the improvement of processes related to the gathering of customer experience data and on analysis and modelling methodologies utilised.• Document and finalise customer experience score process.• Document, improve and own customer survey processes. Show less

Australia

Assisted large-scale business transformation of AMP Life to Resolution Life.Enhanced Agile work practices and led ceremonies for agile squads. Migrated transformational and BAU activity to Jira workflow and managed project set-up, definitions and structure including boards and dashboards.Embedded Jira use across squads and created user stories and criteria for transformational work. Curated content for agile squads on Confluence.Developed an updated Delegations of Authority to… Show more Assisted large-scale business transformation of AMP Life to Resolution Life.Enhanced Agile work practices and led ceremonies for agile squads. Migrated transformational and BAU activity to Jira workflow and managed project set-up, definitions and structure including boards and dashboards.Embedded Jira use across squads and created user stories and criteria for transformational work. Curated content for agile squads on Confluence.Developed an updated Delegations of Authority to improve agile practices across Investment Management Centre of Excellence.Change Champion for End User Computing to help team members remotely reformat laptop environments from AMP Life to Resolution Life. Show less

Sydney, New South Wales, Australia

Managed analysis of data for customer outreach to entities from Westpac’s backbook, as part of Consent Outreach project, to obtain consent to share their data with 3rd party service providers required for KYC and GDR.Enhanced and maintained Management Information reporting in accordance with business requirements and contributed to production of on-time and accurate MI reports and insights.Engagement with relationship managers to ensure their successful participation in the project.

Sydney, Australia

Managed relationships with institutional clients and financial advisers, ensuring timely and satisfactory response to all requests.Managed external registry providers, ensuring SLAs were met and incidents managed to resolution, identifying continuous improvement initiatives for data, processing and communication issues.Oversaw daily release of unit pricing of funds (~$4b FUM) including verification and troubleshooting of discrepancies between custodian and fund managers.Successfully… Show more Managed relationships with institutional clients and financial advisers, ensuring timely and satisfactory response to all requests.Managed external registry providers, ensuring SLAs were met and incidents managed to resolution, identifying continuous improvement initiatives for data, processing and communication issues.Oversaw daily release of unit pricing of funds (~$4b FUM) including verification and troubleshooting of discrepancies between custodian and fund managers.Successfully transitioned external registry providers from JPMorgan and One Registry Services to Mainstream Fund Services.Successfully transitioned CRM system for retail clients from Salesforce to Rainmaker Live. Led both technical implementation and change management.Successfully implemented rebrand from Grant Samuel Funds Management to GSFM Pty Limited for marketing materials and client communications.Liaised with multiple stakeholders to source and collate data, commentaries and signoffs for monthly and quarterly client reporting. Produced monthly, quarterly and ad hoc marketing material to support sales team, ensuring compliance with regulatory guidelines. Created weekly and monthly marketing mailouts to clients using Mailchimp to target specific advisers, researchers and institutional clients based on sales team data.Partnered with DMI systems to create monthly reporting for sales team showing insights on investors and the funds they were investing in.Performed KYC verification for on-boarding of new clients.Investigated complaints from clients and external stakeholders and facilitated resolution.Curated website content with up to date information and marketing materials of funds.Increased operational efficiency by documenting standard operating procedures Show less

Sydney, Australia

Ensured delivery of service excellence to institutional, wholesale and high net worth clients.Liaised with clients to ensure all transactions met AML and regulatory requirements.Monitored client transactions and ensured validity of money movements.Resolved discrepancies in client cash-flow reports.Created periodic performance reports for pooled funds and institutional clients.Monitored and managed completion of daily tasks by equities fund team.Provided clear, accurate… Show more Ensured delivery of service excellence to institutional, wholesale and high net worth clients.Liaised with clients to ensure all transactions met AML and regulatory requirements.Monitored client transactions and ensured validity of money movements.Resolved discrepancies in client cash-flow reports.Created periodic performance reports for pooled funds and institutional clients.Monitored and managed completion of daily tasks by equities fund team.Provided clear, accurate and timely responses to adviser and investor enquiries.Managed on time and accurate delivery of reporting and other client requirements.Developed and maintained strong relationships with internal stakeholders and external clients. Show less

Toronto, Canada Area

Toronto, Canada Area

Delivered and enhanced communication to all stakeholders, including Fund Managers and Investors.Managed third party money movements for hedge fund portfolios, coordinating money movements between investors, funds and brokers.Operated and maintained CRM systems.Produced all partner statements and correspondence for portfolios.Prepared and reviewed daily and weekly performance releases for senior management, including notation of insights into performance drivers.Responsible… Show more Delivered and enhanced communication to all stakeholders, including Fund Managers and Investors.Managed third party money movements for hedge fund portfolios, coordinating money movements between investors, funds and brokers.Operated and maintained CRM systems.Produced all partner statements and correspondence for portfolios.Prepared and reviewed daily and weekly performance releases for senior management, including notation of insights into performance drivers.Responsible for SLA compliance of investor fund transactions, including issue identification and resolution.Managed system migration of over $1b in assets to new IT platform.Performed oversight and advisory role over processing of transfer and redemption requests for hedge fund portfolios.Reviewed subscription agreements for third party arrangements and oversaw contract renewals. Show less

Managed relationships with financial advisers and dealer groups (over $4b FUM).Operated and maintained CRM systems (FileMaker Pro and Oracle).Specialised in educating financial advisers on company systems, products and online services.Oversaw delivery of end-to-end resolution of all client contacts.Maintained and troubleshooted data feeds sent to dealer groups and advisers (Xplan & Coin).Delivered technical solutions to financial advisers that complied with legislative… Show more Managed relationships with financial advisers and dealer groups (over $4b FUM).Operated and maintained CRM systems (FileMaker Pro and Oracle).Specialised in educating financial advisers on company systems, products and online services.Oversaw delivery of end-to-end resolution of all client contacts.Maintained and troubleshooted data feeds sent to dealer groups and advisers (Xplan & Coin).Delivered technical solutions to financial advisers that complied with legislative, regulatory and business requirements.Managed communications between advisor contact centre and sales staff.Identified sales opportunities and presented leads to sales staff for pursuit.Supported senior management to compile, analyse and build insights on client service data.Liaised with senior management in early detection of trends and issues and collaborated with them to develop customer-tailored solutions.Managed outbound campaigns for resolution of product and system issues.Achieved KPIs in top 10% of client relations team for inbound post-sales service calls.Delivered specialised training to staff on methodology for processing data extracts.Led training, education and mentoring of new staff members. Show less

Bachelor Of Science, Marine Science, History And Philosphy Of Science

Activities and Societies: Sydney University Soccer Club (Player Coach Manager), Australian University Games Team (Swimming, Soccer, OzTag.

Bachelor Of Science (B.Sc.)