Group Commercial Officer

• Apr 2023 - Present

Global Head of CX & Head of Retail Sales (A&NZ)

• Jun 2021 - Apr 2023

Global Head of Client Experience

• Jul 2017 - Apr 2023

Managing the CX Department of 70 members & two brands across 7 countries/cities: Sydney, Singapore, Shanghai, Philippines, Dubai, Cyprus and London. I've enjoyed and enjoying the challenge of:Being one of five key stakeholders appointed responsible for the Company Direction & Strategy Execution through the Axi Steering Committee. Brand Integration: Main stakeholder in leading the operational and system integration of our recently acquired One Financial Markets, covering aspects from front office resources and processes, to compliance, finance, and the eventual single technology architecture. Managed team integrations (Onboarding, Client Service, Settlements, and Analysis & Project Coordination) under the one department banner, and the strategic allocation of resources to ideal locations, to become a recongnised, competitive, and determined Global Client Experience department.Developed & implement the CX Strategy to be a customer centric solution, using data analysis to implement priority projects with a focus on automation, identify active client segmentation and produce an increase in productivity through lower costs and process improvement.Developed and implemented a 24/5 multi-lingual department that provides exceptional service, retention, KYC verification, cash settlement, and cross selling, that services the following languages: English, Spanish, Polish, Cantonese/Mandarin, Arabic, Russian, Thai, Malay, Bhasa Indonesian.Originator and Passionate Committee Leader in one of the Company's first CSR (pro-active) Partnerships: July 2020"AxiCorp has entered into a partnership with Sydney-based, STaR Association (www.star.org.au). STaR stands for Special Teaching and Research and the association provides special education support to young children with disabilities and additional needs and for the people who support them"(July 2017-Nov 2019 based in London) Show less

Head of Client Services EMEA

• Feb 2017 - Jun 2017

Promoted to Head of EMEA with expansion priorities and develop a Dubai Client Service team. Recruit the right talent to provide the GCC region with quality client service whilst integrating with the London team. Responsible for 4 direct reports. A priority objective was to train new staff to handle a sustainable amount of client inquiries during peak contact hours. The Dubai and London teams were integrated as a dynamic regional team, using various communication methods to achieve its goal as one team. Lead the research and implementation of new technologies, projects and untapped market segments. Prioritised business strategy for the client service department, and identified through data analysis high level projects that where required to improve client self-serviceability Show less

Team Leader Client Services

• Jun 2015 - Jan 2017

Promoted to Team Leader to manage direct reports and team performance. Report monthly global team performance to executive team. Main objective; identify ways to reduce client contact and offer predominately a ‘self-service’ model. Secondary objective; improve internal operational capacity to handle product offering and client expectations.

AUSIEX Equities & Derivatives Trader

• Aug 2013 - Feb 2015

I was responsible for execution of equity and derivative trades, liaising with market makers, other participants, and the ASX to ensure best execution.As well as tracking client flow for allocations and communicating with the clients on settlement activity.

Middle Office Analyst

• Feb 2012 - Aug 2014

Contributing to CBA's Adviser Services execution desk, as a middle office analyst, my role was to allocate equity and option trades for retail and institutional clients, whilst managing projects to ensure increased automation and scale.

Options Settlement Officer

• Feb 2011 - Feb 2012

Daily cash processing, settlement, and allocation of Option Trades

Middle Office Associate/Analyst

• Jun 2010 - Dec 2010

As an associate for the client relationship team, I supported the Institutional Trade Desk for the Australia and New Zealand Equities. Working with our clients middle office; fund and asset managers, I provided deadline focused support for settlement, daily allocations, and confrimations. As an associate for the client relationship team, I supported the Institutional Trade Desk for the Australia and New Zealand Equities. Working with our clients middle office; fund and asset managers, I provided deadline focused support for settlement, daily allocations, and confrimations.

Business Banking Associate

• Mar 2009 - Dec 2009