E2E Client Journey Mapping Cross LOB and Digital Product Solutions

Product Management & Development of Mutual Funds Trading Platform, Cash Products and Third Party Wrapper Network• Project Management• Strategic Alliances • Relationship Management• Develop and maintain product roadmap• Ensure products are prepared, communicated and delivered on time to budget• Manage and report on P&L• Drive insights to improve customer experience across all touch points• Support and collaborate with key areas of the business by sharing insights on actual product developments to maximise traffic, conversion and a positive customer experience.• Work closely with the Business Development Manager in the sales cycle.• Review and enhance internal business processes and ensure that these processes meet industry practice.• Strong leadership skills, ability to manage projects and offer guidance and direction to junior product analysts.• Experience with writing business requirements and functional specifications.

As Dealing Associate, I was responsible the placement of both mutual fund and SICAV orders as well as resolving any issues raised by clients or other external parties. Place mutual fund /SICAV orders electronically or by fax, ensuring the external fund manager receives the order instruction prior to the valuation point or dealing deadline.Carry out daily control tasks to identify any orders which may require manual intervention and ensure that these are placed timely and accurately before the dealing deadline.To monitor the progress of orders and also the receipt of manual / electronic confirmations from mutual fund /SICAV managers.Investigate, manage and resolve any issues raised by clients relating to the placement of orders. Efficiency; to ensure that completion of daily tasks are executed in a timely manner and deadlines are metEffective communication; to ensure that information is communicated effectively to necessary parties and in a timely manner for purpose of rapid resolutionRecord keeping; to maintain records as required to ensure the investment process is transparent to regulators and external auditors regarding Breach and reconciliation recordingProcedures; contribute to and maintain relevant and robust documented proceduresInformation Systems; to make effective use of the Company’s information systems that are relevant to the rolePlanning; to prioritise the work to ensure all activities are completed on time and within agreed deadlinesCPD; to develop professional and technical knowledge and skills via training & development in order to meet Continuing Professional Development requirements.Other tasks; to undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the company.

Take ownership of the query and monitor each stage of the process to ensure accuracy and quality of deliveryTo commit to personally putting the Partner first, demonstrating a ‘can do’ attitude and providing an excellent customer experience at all timesDeal personally with complex/technical or complaint work, where necessary co-ordinating back office work.Analyse the root cause of escalations and complaints and make suggestions for process and customer experience improvementsProcessing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits. Handling complaints in line with area guidelines. Processing non standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld. Contact customers by telephone, fax, e-mail or letter to resolve queries/obtain information. Deal with customer data ethically and in accordance with FCA requirements. Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld. Provides informal guidance and/or training for colleagues as required. Completes independent quality and accuracy checking of work.

This position was created as part of the Cable & Wireless, Compaq and Microsoft 1.5 Billion ASP project. The Application Service helpdesk for Europe, which is responsible of all 1st and 2nd line European Customer issues, has given me a wide range of experiences.  Development of the infrastructure and processes 'Joining the dots' by leading monthly meeting with our colleagues in Colorado Springs. Create and implement the Clarify Works Document for our European Helpdesk. This gave me the opportunity to visit Colorado Springs, USA, where the Clarify team have their head offices.My Daily duties included:Creation and update of the Work Flow process manuals for EuropeActing as point of contact for engineers and customersProviding an ongoing training plan which incorporated an overview of the Customer Service Help desk.Training on Clarify, the call logging software , which- incorporates world wide information from the three major data centres Reston, USA, Swindon UK and Sydney Australia and workflow process training.RecruitmentAttending management meetingConference calls with USA to coordinate internal and customer issuesImplementation of daily, weekly, monthly call statisticsMeeting with Finance manager to predict potential staffing requirementsProduce the quarterly finance , IVR and ACD reports