Thomas Willis Email & Phone Number

Asset and Wealth Management:Transfer Agent OversightMutual Funds Client Serivce Liquidity trading platform product owner

London, United Kingdom

• Responsible for the delivery of the client query management application as part of the JP Morgan Markets’ client facing programme (123 external clients, 4,100 users).
• Analysed usage patterns on existing client query management tools to determine scope of migration to the new sytem.
• Defined the product backlog and prioritised requirements for delivery in line with project delivery timelines agreed with management.
• Managed communication with key project stakeholders at all levels of the organisation through project working groups, project scorecards and RAIID reviews.
• Product owner for client facing query management tool, liaising with business teams, client service representatives, clients and technology partners to define requirements.

• Supported significant expansion in the operations team including selection, training and day-to-day management of multilingual staff across a 22x5.5 shift rota.
• Undertook performance management including objective setting and appraisals with all junior team members.
• Performed regular detailed service reviews with platform and transfer agent dealing teams.
• Implemented risk management and production monitoring controls, across multiple connectivity protocols, products and geographic locations.
• Coordinated firm response in the event of major production incidents, including internal and external communication, incident reporting and lessons learned.
• Managed go-live of automated re-registration service for Calastone clients, which involved collaboration of all industry participants to achieve maximum STP connectivity.

• Responsible for proactive monitoring of message traffic across the Calastone production system, covering all connectivity methods and over 300 live clients.
• Utilised understanding of system architecture, connectivity protocols and problem solving skills to provide first and second line support to all Calastone live clients.
• Developed detailed understanding of Unit Trust Dealing client requirements in a production environment in relation to risk reduction, monitoring and controls across the Calastone product suite.

• Acted as point of contact for new clients throughout all stages of the project lifecycle, including documentation of client requirements, liaising with internal and external. development teams, coordination of UAT.
• Developed STP order routing specifications and supported testing across various messaging standards and connectivity protocols including SWIFT 15022, SWIFT 20022, FIX 4.2 and SFTP.
• Provided prospective clients with demonstrations of Calastone system functionality and responded to client queries as part of the pre-project sales process.
• Implemented a standardised test suite for all new clients to be performed as part of UAT testing.

• Experienced a split role working in the Commercial Centre and Vendor Risk

• Worked for 10 weeks in a team of 13 students from all over Ireland, providing educational services to children in slum areas of Delhi.
• Managed a fundraising campaign of various events, raising €10,000 for the organization.