Leading a team of 14 product managers and data analysts and responsible for the vision, strategy and successful design and development of a strategic multi-million-dollar case management platform for >20,000 CIB Operations users, whilst maintaining the existing task management product actively used by >14,000 staff for exception and enquiry management. Appointed as the Information Owner for both products with responsibilities for data quality, data privacy and access controls.Key Achievements:• Increased active users of the task management product by 100% (from 7,000 to 14,000 internal users) between 2018 and 2020 • Delivered integrated enquiry management features for >1,200 shared mailboxes and teams that provided enhanced controls, analysis and transparency for managers.• Partnered with Data Science teams to deliver AI/ML features to auto classify emails for >300 mailboxes and to auto extract both structured and unstructured data from the emails. • Used the extracted data and application APIs to auto investigate, respond to and resolve email enquiries leading to multi-million dollar efficiencies per annum, an improved client experience and reduced risk for the firm.• Delivered digital checklists across CIB Operations and beyond which replaced paper and spreadsheet based checklists and provided more robust controls and transparency in real time for Operations Management, Controls teams and Audit.• Conceptualised and delivered a policy based access control solution for case management that combines roles, standardized taxonomies and transaction related attributes for dynamic entitlement management.• Built a 25 strong team of product managers, product marketers, customer support, data analysts and project managers. • Led an outcome-focused Employee Development program for Payment Operations with a curated syllabus for targeted talent. • Advocate and faculty member of Leading Positive Disruption program across CIB Technology and Operations.

• Proposed, established and led a new Business Management & Transformation function to support a global Operations group of >2k staff. Responsibilities included location strategy, workforce optimization, expense management, Intelligent Automation, Distributed Ledger initiatives, and the identification of automation opportunities through process discovery and business analysis. • Identified a common set of problems facing Operations teams and calculated the impact of these issues and the potential opportunities through innovative solutions. Defined and syndicated the vision, proposed strategy and business case through a set of presentations to senior stakeholders. • Successfully pitched to the head of CIB Technology & Operations for a multi-year investment for a new platform to enable CIB Operations teams to work more efficiently and effectively. Secured $3.5M of investment in 2017 to begin development. • Nominated for the new Transformation eXpress Program (TXP) which aimed to provide extensive training and coaching to 20 high performing Executive Directors from across CIB Technology & Operations globally. • Co-founder of an innovation platform for CIB Ops employees and pioneered Service Design in CIB Operations.

• Approached by the Head of Derivative Operations to relocate to Singapore and establish an APAC Derivative Operations hub by migrating OTC Derivative Settlements & Confirmations functions from branches & service centres in 2009. Initially managed a multi-lingual team of 10. • Partnered closely with Legal & Compliance, Finance, HR and Operations leads to migrate FX Settlements processes from the UK to the Singapore hub in 2010. • Proposed and implemented a strategy for the region which included; relocating Collateral Management from Sydney, migrating selected Japan Branch processing from Tokyo, setting up a Change Management team, and appointing a Controls lead and Client Relationship Manager for the APAC region. This resulted in efficiencies of 12.5% in 2012 and 11% in 2011, plus a $750k per annum reduction by relocating functions to Singapore. • By Jan 2013 I had been promoted to Executive Director and was leading a diverse team of 44 with regional responsibilities for an additional 65 staff. Employee satisfaction levels were 10% above CIB Ops average.

• Selected to lead a high-profile program that aimed to address gaps in the controls for internally traded Credit, Rates & Equity Derivatives. • Led a team of business analysts and worked with developers to deliver a comprehensive reconciliation tool and workflow solution for internally traded OTC Derivatives. • Responsible for defining and delivering the full scope of Trade attributes, Cashflows and Mark-To-Market valuations to reconcile across lines of business in all regions, from multiple applications, and for a full range of Credit, Rates & Equity Derivative products. • Implemented data transformation processes to standardize the data and continually optimized the trade pairing and matching processes to increase automation rates. • Increased operating efficiency by 85% (from a team of 65 to just 10) and significantly reduced the risk for the firm of incorrect trade bookings.• Promoted to Vice President in Jan 2009.

• Initially led a team of 5 for Interest Rate Derivative post settlement. Achieved record KPIs and resolved long standing issues impacting priority clients. • Successfully migrated processes offshore following extensive training in the UK and whilst I was on secondment in Mumbai. • Nominated for an Associate Leadership Program based on the team performance levels and my personal impact - promoted 3 times in 3 years. • Increased responsibilities to lead a team of 25 employees for the pre and post settlement of OTC Derivative transactions for EMEA based clients.

Contractor at Citi for FX Trade Support

Trade Support for FX Options and an expert in Exotic FX Options. Managed a team of 2 staff for trade capture, confirmation, reconciliations, risk and P&L. Often worked alone on the overnight, early morning and late evening shifts supporting the APAC and NA trading and sales desks, with responsibility for the start of day and end of day controls and processes that were critical for accurate risk and P&L. Implemented dozens of process improvements to improve the efficiency and efficacy of the daily processes.

Completed Operations roles as a trainee in Cash Management, F&O Clearing, FX & Money Market Settlement & Confirmation. Roles included close interaction with Trading desks, Risk teams and Accounting. Identified and implemented automation opportunities for F&O Margin Moves resulting in time savings and reduced errors. Promoted to Senior Clerk in January 1997.