Responsible for leading strategic business system enhancements, optimising processes within my area of expertise to ensure alignment with corporate objectives and to bolster business outcomes.• Direct and harmonise the efforts of eight distinct teams based around the world, focusing on unified goals and strategic global service delivery objectives.• Analysed complex data comprehensively, converting it into practical strategies, which facilitated ongoing enhancements in process and service quality.• Employed creative thinking and knowledge to devise and implement innovative business solutions, addressing challenging issues and enhancing the company's market position.• Utilised a vast professional network to negotiate and work collaboratively with top management and external entities, promoting a culture of open communication and shared achievement.• Showed leadership in project management, leading teams beyond expectations while efficiently allocating resources.• Manage and support a global workforce of 40 full-time employees, ensuring consistent operational excellence and cross-regional collaboration within the department.• Dedicate efforts to staff professional growth, providing training and development opportunities that enhance their ability to deliver exceptional client service consistently.• Place a strong emphasis on achieving and maintaining high client satisfaction levels, ensuring services are tailored to meet diverse and evolving client demands.• Lead with a strategic vision that places client services at the forefront, ensuring all global operations are aligned with the company's commitment to client-centric excellence.

Served as the senior point of contact for collaboration with Technology and Product teams, driving innovation and product development. Oversaw critical projects, ensuring timely and successful delivery in line with strategic aims, and led staff development through coaching, goal-setting, and performance appraisals, fostering a culture of excellence and continuous improvement.Key Achievements• Spearheaded Global Oversight and Strategic Development for Electronic Banking, enhancing operational excellence and pioneering strategic initiatives.• Led and harmonised three teams across London, Milan, and India, managing up to 20 direct full-time equivalents (FTE) at peak and maintaining oversight of an additional 14 FTE globally.• Administered a budget of $1.5 million, ensuring optimal allocation and financial stewardship.• Delivered premium service to a vast high net worth corporate clientele, cementing the bank's reputation for excellence.• Executed strategic objectives successfully, driving forward the bank's vision and goals.• Ensured compliance with Risk Control and Self-Assessment Audits, safeguarding against potential vulnerabilities.• Acted as the primary liaison for relationships with outsourced operations in India, streamlining processes and achieving significant efficiencies through re-engineering and offshoring strategies.• Proactively managed at-risk client accounts, preventing loss of business and enhancing customer satisfaction.• Led the implementation of global service delivery standardisation, setting new benchmarks for operational efficiency.

Served as the departmental deputy, overseeing a team of 24, emphasising staff development, goal setting, and performance appraisal, at the same time successfully managing two teams comprising ten direct reports, demonstrating effective leadership and reporting to the European Head. Responsible for leading the engaged in quality service reviews with clients, reinforcing strong client relationships and ensuring service excellence. Whilst representing the department in senior management meetings regarding service-related issues, advocating for continuous improvement and operational excellence.Key Achievements• Delivered exceptional quality service to a broad high net worth client base, enhancing client satisfaction and loyalty.• Exhibited financial acumen through meticulous expense management and budgetary control, contributing to the department's fiscal efficiency.• Spearheaded the delivery of Management Information Systems (MIS) reports to senior management, facilitating informed decision-making processes.• Proactively promoted the unit's services through client visits, expanding the department's market reach and fostering business growth.• Implemented rigorous monitoring of key controls and audit risk assessments, ensuring compliance and mitigating operational risks.• Effectively managed clients classified as at risk of withdrawing their business, employing strategic approaches to retain valuable client accounts.• Led project management initiatives, demonstrating exceptional organisational and leadership skills in steering projects to successful completion.• Identified and executed strategic changes, driving innovation and operational efficiency within the department.

responsibilities entailed delivering high-quality service within a call centre, supporting a variety of in-house software packages and adhering to departmental standards. This role involved extensive liaison with multiple bank departments, including Relationship Management and Pan European Implementations, to swiftly resolve client issues and serve as a primary contact point. Tasks included giving presentations on the Service Centre's operations to clients and Citibank, acting as a subject matter expert and a senior mentor to a team of 12 associates, training new recruits, leading ad hoc projects and process mapping for quality initiatives, and representing staff interests in a voice of the employee forum.