Heading a team of seventeen peoplecoaching, mentoring and creating targeted education plans to enhance individual and team performance, and oversaw on-the-job training for new hires.

managing written complaints

Heading a team of nine people, I led national and international investigations for around 30 Swiss banks. I steered a number of migration and organisational projects, including spearheading the migration of the banking core system from IBIS3G to Finnova which significantly reduced and minimised the workload for the team. In the absence of the Head of Payment Services International, I served as leader of a department of 30 to execute all payment services for clients, ensuring consistent excellence in the quality of customer care. My responsibilities included performance management, staff appraisals, development and training, action planning, information and knowledge flow, team event organisation and quality control. I developed, implemented, reviewed and improved operational processes and structures and standardised main processes, resulting in streamlined operations and critical cost savings. The cutting-edge CRM tool I applied drove major labour savings, enabling the reduction of 1.5 FTEs in one year and saving GBP 80K per annum in salary costs. I collaborated with and supported product managers, and effectively managed all daily operations and workload planning while ensuring compliance with regulations and adherence to internal control points. As well as introducing timely and proactive system corrections, I initiated, coordinated, delivered and supported highly effective continuous staff training and development. I established a strong team culture by defining goals and creating targeted education plans to enhance individual and team performance, and oversaw on-the-job training for apprentices. During my orchestration of the merger of BEKB and RBA Service teams as part of the larger company takeover, I successfully overcame cultural and organisational differences to build a synchronised, harmonious, top-performing team.

By streamlining and synchronising all operations and processes to maximise efficiency, I generated annual savings of GBP 40K and eliminated 1 FTE. I issued demand profiles for new tools and organised subsequent testing, ensuring continuous compliance with all internal and external standards and requirements, and I created and implemented a specialised investigations/ CRM tool to meet user needs and specifications across the bank.I led the investigations team in developing and implementing strategies and processes which ensured effective and timely delivery to meet targets and achieve goals, and boosted performance by successfully consolidating two investigation teams and orchestrating all aspects of performance management. I enhanced customer engagement through strategic staff development and education, and achieved top levels of customer service which earned a reputation throughout the entire bank for excellence.

Through facilitating multi-lingual communications in German, English and French, I provided key support in money market business and foreign exchange training. I led investigations of customer and bank payment issues in Switzerland and abroad, managed customer service delivery and new customer acquisition initiatives, and provided vital assistance in a number of process optimisation and continuous improvement projects including charting the standardisation of main processes and procedures to enhance the efficiency and professionalism of daily operations in the department. I also oversaw several internal accounts, including Changes, Suspend-Transaction and Nostro-Accounts.

After having served as an Apprentice at Credit Suisse between 1994 and 1997, I was promoted within the organisation. I then managed on-the-job trainings for trainees across several bank departments, processed investigations of bank-to-bank transactions nationally and abroad, and oversaw business transactions. I proactively acquired and placed new customers, and consulted with internal and external customers.

Banking-Apprenticeship