Experience

• 

  Umbra Capital Partners

  • London, England, United Kingdom

  • Head of Operations

    • Oct 2022 - Present
    • London, England, United Kingdom

• 

  UBS

  • Switzerland
  • Financial Services
  • 700 & Above Employee

  • Business Process Manager

    • May 2021 - Sep 2022

    • Overhaul by way of redesign and implementation for the way operations responded to client on-boarding for United Kingdom & Jersey booked High Net Worth (HNW) & Ultra High Net Worth (UHNW) relationships. As part of the redesign process, this also included amendments to the workflow tool to create internal efficiency when on-boarding prospects or new accounts for existing clients.• Supported the version upgrade of the workflow tool with IT department by way of creating and tracking User Acceptance Testing (UAT) across Wealth Management (circa 170 tests).

  • Client Service Delivery Manager

    • Dec 2015 - May 2021

    Responsible for the following Wealth Management operational service delivery teams (circa 40 roles) from the United Kingdom: • Client Onboarding - for the on-boarding of all new account structures including new discretionary/advisory management agreements (circa 100 per month) plus any client static changes (circa 800 per month).• Client Closures - responsible for all off-boarding requests (circa 50 per month, including bank/regulatory requests to close.• Asset Transfers - all inbound, outbound and internal asset movements (circa 150 cases per month), including the holding of client certificates and meeting the firms CASS requirements around these.• Client Service - providing the query structure to Client Advisors. The team collaborates closely with all operational teams, IT & Change departments plus the Advisory Services function. • Client Tax Reporting - the production & dispatch of accurate tax reports (circa 14,000 annually) for both standard/non-standard tax year periods, together with any ad hoc reporting plus client queries. (NOTE: UBS does not provide tax advice). • Capturing & Scanning - all record management keeping within the UK Wealth Management business.• Relationship Management - responsible for the oversight of transitioned business to Poland as part of the near shoring exercise. This team provides the risk and governance to provide the post transition comfort back into the Wealth Management UK Management Committee.

  • Transition Manager

    • Jul 2015 - Dec 2015

    • Key stakeholder from the United Kingdom for the transition of seven teams to Poland as part of a near shoring exercise to transfer the roles and processes across (circa 30 roles) over a six month training period. This Involved all facets of transition from recruitment in Poland, through to the “run the bank” process redesign effectiveness with Change & IT departments.

  • Client Service Team Manager

    • Aug 2007 - Jul 2015

    • Overhaul by way of redesign and implementation for the way operations responded to client queries across Wealth Management. By implementing a single, dedicated, client service team model, the team was able to respond to client queries received from Client Advisors quicker than previously managed (circa 1,000 queries per month). • As part of the redesign process, this also included the implementation of a new workflow tool to obtain client queries from Client Advisors into operations. Monthly management information was further enhanced and reported into the Head of Operations as part of analysis to assist with further improvements for operational processing.• Designed and implemented an internal transaction reconciliation process across Wealth Management at the request of Group Internal Audit (circa 100 daily transactions). This reduced internal fraud risk by way of a new workflow tool to obtain upfront approvals prior to any amendments, plus an independently controlled post daily reconciliation process. Monthly management information was further enhanced and reported into the Wealth Management Operating Committee.• Key stakeholder for operations in the migration of the UBS AG (WM) and UBS UK Ltd (previously Laing & Cruickshank) businesses to provide a single platform model, with updated terms and conditions/account opening paperwork requirements for the UK Ltd clients (circa 3,000 relationships).

• 

  Coutts

  • London, United Kingdom

  • Private Banking Assistant

    • Aug 1989 - Aug 2007
    • London, United Kingdom

    • Assistant to two Senior Private Bankers within the International Private Banking segment covering the Middle East region for High Net Worth (HNW) & Ultra High Net Worth (UHNW) relationships. At request of the Head of International Private Banking¸ I spent three months working in Dubai to particpate with the opening of the Coutts Dubai office.• Various roles also held across operations, including retail banking activities such as cashiering, clearing, payments, money market and account opening.