Gemma Grant Email & Phone Number

Barbados

Barbados

Key accomplishments:In 2022, I was recognized under the "Be Passionate" core value for initiative and drive toward resolving issues with vendors and support in negotiating amicable solutions in especially nuanced matters.Accurately prepared administrative budget projections for the past three (3) budget cycles minimizing time spent by IT Leadership preparing the budget for submission.Improved administrative expenses monitoring and documentation, resulting in a significant reduction in missed or delayed software licence renewals.Maintenance of tracker to manage capital expenditure providing updates to IT Leadership to inform decision making.Key areas of accountability:• Budget monitoring and reporting• Consultant onboarding and contract management• Monitoring of recurring payments for administrative budget• Annual budget projections and analysis• Update of JIRA board used to track key IT operational matters• Vendor payment management including budget line allocation• Drafting of IT Communications for release to staff (new deployments, updates, end user tips)• Coordination of new vendor onboarding including contract reviews with input from Legal.

Barbados

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Barbados

Key person consulted for client service matters, which involved interaction with stakeholders including senior management.First point of escalation for team members for resolution of banking system related and operational matters. Managed a team of three (3) Account Representatives (ARs); accountable for performance management and advised the ARs on complex client service matters.Provided oversight of the department's key daily, monthly and quarterly deliverables.Developed and maintained policies and procedures documentation for client services operations, to include additional requirements due to the new banking system implemented in January 2018.Participated in recruitment, onboarding and training of new team members.Approved client communications for release.

Barbados

Seconded to project as the subject matter expert for Client Services operations; accountable for the core functions of Client Management (Onboarding & Maintenance) and Cash Movements (Payments in & out).Worked as intermediary between the development team and business (Client Services and Compliance), facilitating requirements gathering for configuration and testing of the core banking system to meet business needs.Provided business input for the migration of client information from the legacy systems and performed testing and validation pre and post migration.Gathered, created and coordinated cases for User Acceptance Testing. Developed templates for presenting information which were often extended to other core team members as a guide for presenting their information.Performed helpdesk role providing post go live support to users. Incoming questions and issues required initial evaluation then assignment to the relevant party for resolution.Represented the bank overseas by planning and delivering training and providing post go live support to an external client also utilizing the new banking system.Prepared training material and delivered training to all operational areas utilizing the system.Consistently completed project deliverables on time despite competing priorities.Documented existing workflows, identified areas for improvement incorporating the new system and developed new workflows. Assessed operational risk of revised workflows and provided recommendations to Client Services Manager.

Barbados

Designed and implemented checklists, procedures and guidelines to streamline operations, close procedural gaps, improve efficiencies and reduce operational risk within the department.Accomplished implementation of a risk monitoring procedure for Client Services operations. Assigned tasks to team members to enable monitoring of key daily, monthly and quarterly deliverables.Assisted in supervision of Account Representatives and Administrators.Developed training schedule and delivered onboarding training on Client Services operations for new team members.Interacted with internal and external stakeholders on issues related to client service and customized transactions, including recommending solutions for complaints.Vetted and recommended client communications for release.Participated in recruitment and selection of new team members.Functioned as point of contact for external auditors during annual audit including client related procedures.

Barbados

Entrusted with management of a portfolio of high net worth clients due to excellent service delivery.Handled onboarding, cash management and investment transaction processing (mutual funds, currency forwards, equities) for a portfolio of 400-500 clients; approximately 40% from Latin America.Performed collateral assessments to support credit applications for clients requiring bridge financing while awaiting security/portfolio redemption settlement. Produced reports and/or analysis to provide support to Wealth Consultants and resolve complex client queries.Prepared client communication on corporate actions for review by manager prior to release.

Barbados

Master Of Science (Msc), Financial Services Management

Bachelor Of Science (Bsc), Management With Spanish

Associate'S Degree, Accounting And Spanish For Business & Tourism

Education record