Currently I am managing the continued introduction of the ‘Client View’ portal functionality to existing and new Global Custody and Fund Services clients throughout Europe and Asia. I have worked on developing sales support material where required, I regularly take part in sales processes and helped to contribute to RFP documentation. I am responsible for developing and maintaining internal and external marketing and communications, I have also had to coordinate the development and delivery of internal and external training. Provided input on new tool developments from an industry and client perspective; this has involved consulting with existing and prospective clients to understand what their requirements are to make sure that we deliver a product that the market and our client base is looking for. Assisted in organising and attended Client Focus groups to discuss our development road map and to showcase our existing technology. I have been working very closely with both Sales and Relationship Management to make sure that they have the knowledge they need to successfully promote our new product. Working with our IT and Business groups to successfully manage the migration of users from legacy tools to new the products, making sure that this is a seamless process for the client, to date 16,000 plus users have been successfully migrated. I regularly work with the Business Analyst team to assist in the development of new tools and products, using my client-facing and operational background as a key source of knowledge and understanding. To date I have worked on the delivery of Settlement, Corporate Action, Fund Accounting, Market Information and Reporting tools. As part of an e Commerce Product team that spans HSBC’s entire client base I have worked with Institutional, Private Wealth and Commercial clients.

Currently working in the Business Change Group aiding the delivery and implementation of business projects through the provision of project management and analysis within project parameters and deadlines. Manages projects or phases of projects covering part or all of the full life cycle (i.e from feasibility through to maintenance of system), which may include post implementation support or other specialist functions (e.g. Support Management, Release Management, Testing Management, Programme Office Management). Plans, organises, leads and controls projects in order to deliver required quality business solutions within agreed timescales and budget, ensuring a quality service at all times. Will be required to define the scope of the project/service, manage goals, risks, issues and resources and ensure a QA process is applied through the project/service lifecycle. Responsible for identifying project stakeholders at an early stage, and for ensuring that project deliverables are capable of achieving the benefits defined in the business case. Typically manages projects which may have a number of directly controlled multi-disciplinary teams, which may be in multiple locations.

Currently working with all HBOS Financial Institution clients on their migration over to the Lloyds Banking Group. Responsibilities include making sure that the client experience throughout the migration is a positive one.Manage the relationship with the client and make sure that expectations are met or exceeded.

Responsible for the management of the EMEA Global Custody Client service Integration. Ensure all EMEA Global Custody Clients Services representation in all Merger and Integration and Business Change workstreams that impact our Direct clients and Third Party Fund Managers. Current workstreams include, but are not limited to, Custody Gaps, Investment accounting, Fund Accounting, Transfer Agency, Offshore locations, Global Operations location moves, Sub Custodian Network changes. Develop client service specific plans that support the M & I work streams in addition to creating Integration plans around client service specific activities, such as Harmonisation of Job descriptions, establishment of support functions, plans to align support for shared clients/Fund Managers.

Responsible for the management of the daily operations of the Client services team for a designated set of investment Clients. Ensuring that queries are responded to within specific service level agreements and escalated to senior management as appropriate. Ensure that trade and cash instructions are actioned within prescribed timeframes. Client investments are placed timely and accurately. Review MIS data for the department to identify process and productivity improvements. Establish excellent working relations with investment managers and clients serviced within group. Provide assistance to relationship manager on investment manager and client reviews. Assist the head of department in staff recruitment and succession planning plus provide input to budget preparation and business goals / objectives for the group as they fit into the overall corporate objectives.