Responsible for the TA oversight of the Luxembourg Fund range.

Responsible for the service relationship for one of the bank’s largest clients’ in their Transfer Agency department, providing an excellent level of client service. This role requires a high level of organisation and communication skills.My key responsibilities are varied and include:Manage a team of four Service Delivery Managers and two Support StaffGoal and development setting, monthly 1-to-1 sessions, yearly Performance Management Reviews and Team meetings Production of monthly KPI packs, oversight of issues and change logs and chair monthly Service Review MeetingsMonitoring breach, complaint and contact centre activity, escalating CASS related issues in an appropriate mannerAttending external CASS meetings with the client and chairing a monthly CASS breach call with both internal and external stakeholders Providing regular service updates to both the internal Relationship Executive and Service Director, Attend the monthly / quarterly senior management meetingsWork closely with Client Visits to assist with requests from external auditors and the client To own and manage Change Requests or work closely with the Change Management Team Delivering regulatory-related updates and initiating client-defined projects for internal processingQuery escalations and managing communications between operational areas and the clientKeeping Service Level Agreements/Descriptions up to date, with annual reviews and checkpoints

The primary point of contact for clients and operations, as a Service Delivery Manager my role was both challenging and varied. The role required excellent organisation and communication skills and the ability to develop and maintain relationships both internally and externally.My key responsibilities included:Ensuring queries are addressed within the agreed Service Level Agreement Account Manager and/or key contact for client and operations Chair for monthly Service Review Meetings To provide the client with a Risk Event Report whereby a business as usual activity has failed and has impacted the reputation of the clientManage and agree the remediation of Risk Events with both the client and the liable department, producing action plans with defined timescalesChairing Risk Event calls with the client and maintaining Risk Event logFamiliarisation with key industry initiatives and regulatory changes (RDR, FATCA, KIIDs etc)Ability to meet tight deadlines and build relationships both internally and externally

Key responsibilities included:Responsible for a portfolio of 15 clients which included both UK and European based clientsEnsure daily reports are issued in accordance to the Service Level Agreement Resolving trade and settlement issues ensuring the client is advised in a timely mannerChair for monthly Service Review Meetings Communicating with BNYM offices in Singapore, Brussels and US Ability to learn and adapt to new skills in a short space of time to assist with the business migrating to the bank’s Manchester office. I spent two months in the Manchester office training new Client Services Representatives

Responsibilities included:Manage a team of eight staff within a Postal Dealing and Settlements Team identifying and implementing training requirements, completing yearly Performance Management Reviews and holding regular Team meetingsWorking to strict deadlines to ensure all dealing and settlement instructions were processed accurately and in a timely manner according to valuation points and settlement datesResponsible for completing regulatory breach forms and updating procedures Reducing the number of breaches being raised and reported Resolving internal and external dealing and settlement queries/issues Establish a strong working relationship with both internal and external stakeholders, attending regular client management meetings

Responsibilities included:Responsible for the vetting, processing, authorising and rejecting of investment instructions on a postal dealing teamResponsible for the team’s anti-money laundering dutiesPerform client presentations of the Bank of New York’s new Image and Workflow System as part of new business proposalsAdherence to strict deadlines, together with a high level of accuracy and good organisational skills