Sophie Cotten Email & Phone Number

Issy-Les-Moulineaux

Internal assignments: reviewed contracts and client presentations.

Levallois-Perret, Ile-De-France, France

New features of online banking portal for corporates and professionals:• Contracts: general terms & conditions, subscription forms, pre contractual information, powers of attorney, authority letters. Drafted wording proposals for two online banking contracts to include new products and services. Worked with Legal and Compliance towards final versions. • Change management : facilitated workshops with Sales and Client service teams and trained a total of 150 people on the new features.• Mass-deployment projects: validated process with Legal and Compliance, coordinated action plan and communication, liaised with contractors.• Marketing material: created presentations, user guides, demo videos for Clients, Sales and Client Service. >> Achievements: digitisation of bank account statements for 18,000 clients and mass-creation of 1,500 new online banking “Administrators”. • Translation, proofreading: overhaul of English FYI versions of contractual and marketing documentation. • Client relations: monitoring of key Clients and pilot Clients.

Paris, France

Contracts, implementation, procedures, Client relations• Electronic banking contracts: Issued contracts and amendments as per client needs and negotiated terms; coordinated implementation and client training, liaising with back-office and technical consultants; provided first line technical support. Took part in projects involving product upgrades and migrations. Proactively updated contract templates, working closely with Legal and Product managers.• RBS's global network: Client's single point of contact for the setting-up and maintenance of their bank account and services across the world. Monitored implementation by local back-offices within SLA requirements, ; resolved arising issues. Maintained a high standard in consistency and quality of documentation sent, requested and received to comply with corporate policies, KYC rules and local regulations; carried out first-level in depth review of received documents. Took part in negotiations on contract terms & conditions.• Special domestic contracts (share capital deposit accounts; pledge accounts): provided guidance to client/counsel, interfaced with back-office, verified documentation, monitored process completion within tight deadlines. • Go-to contact for internal queries re documentation, processes and guidelines: issued and circulated summary memos, reported issues and suggested changes; co-wrote and reviewed procedures, supporting the local and central Legal teams.

Paris, France

• European roadshow coordinator: for each roadshow, worked with the company's Investor Relations and local dealing rooms for the organisation of group presentations and 1:1 meetings with institutional investors throughout Europe. Addressed all logistics, dealing with luxury hotels and restaurants, presentations, chauffeurs and travel arrangements. Closely monitored the event and responded to any arising emergency. Collected and shared investor feedback with the company.Acted as an interface between two types of clients: companies and investors, looking to strike a balance between their interests.• Client visits in Paris: cold-called companies on Client wish list for 1:1 meetings as per client wish-list; smart planned the day and all related logistics. • Issued and circulated weekly programme of events to Clients; updated CRM system; checked invoices.

Paris, France

• Client relations: managed subscriptions to the firm's various financial analysis publications; took care of ad hoc requests and services.• Commercial documentation: contributed to presentations, brochures, mailshots; proofread fairness opinions.• Took active part in the creation and maintenance of a client database.

Dublin, Ireland

• Managed the Customer Response Team handling Client formal complaints: hired, trained, motivated and graded the performance of a multilingual team of 10.• Escalation point: negotiated ad hoc solutions with client.• Customer complaints database: worked with IT on the creation of a complaints database as part of a quality oriented approach. Presented statistics and reports to Management monthly.

Dublin, Ireland

• Addressed all client after-sales queries: lead-times, deliveries, invoicing, add-ons, complaints, general terms and conditions.• French- and English-speaking markets.

Commercial & Contract Management Professional Certificate, Contract Management

The contractual cycle / Risk management / Contract awareness / IP Management / Negotiation / Dispute resolution / Claim management

Master Of Laws (Ll.M.), Commercial And Corporate Law

Master Of Laws, Business Law

Activities and Societies: Treasurer of EOLE, a society helping foreign Erasmus students in Paris 1990: Michaelmas term at Trinity College.

Erasmus Exchange - Michaelmas Term, 1990