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 testing and handover to the production team.• 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.