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Network Power<100 people
Roles
💸50%
Marketing
💬40%
Customer Service
👍30%
Sales & BizDev
Geos
🇦🇺10%
Australia
Work Background
Insignis CashHead of Client Services
Nov. 2023 - Oct. 2024Cambridge, England, United KingdomLeading a team of client services representatives who are the first point of contact for a client base of over 14,000 clients. The coverage includes 26 client types, ranging from corporate clients, pension funds, individual and joint to charities and schools. Day to day activities include client relationship management, providing phone support, cash allocation, placement of funds, maturities, collateral management, fees, client interest, bereavements, breakages, complaints, management information, and client reporting. Business touch points are compliance, payment operations, account management, onboarding, projects, marketing and technology. • Re-structuring the client service team and offering to manage client demand
• Improving the client experience using response times, quality of response and a continuous feedback framework
• Dedicated client support structure provided for focus areas of the business
• Continuous improvement of the control/operational risk framework whilst aligning the offering to the business and sales push
Career BreakGap year
Jun. 2022 - Nov. 2023London, United KingdomDuring this transformative period following redundancy, I focused on personal and professional growth. I became an accredited Life and Success Coach, enhancing my leadership and coaching skills to better support others in their personal and professional journeys. This certification has equipped me with valuable tools to cultivate resilience, motivation, and goal-setting strategies. Additionally, I spent much of 2023 traveling across Europe, which broadened my cultural perspective and enriched my ability to connect with diverse individuals. This experience has not only rejuvenated my passion for client services but also strengthened my adaptability and problem-solving skills in dynamic environments.
Societe Generale Corporate and Investment Banking - SGCIBVice President, Client Services Manager - OTC Cleared
Apr. 2016 - Jun. 2022London, England, United KingdomManaged a team of client services representatives who were the first point of contact for the client base. The coverage included hedge funds, professional trading groups, inter dealer brokers, pension funds, banks and institutional investors. Day to day activities included relationship management, cash and trade breaks, settlements, balance conversions, collateral management, brokerage, client interest, margin calls, client static, know your client reviews, management information, and client reporting. Business touch points were legal, risk, operations, compliance, front office, audit, technology. Became an operations subject matter expert for the asset class. • Built and managed an OTC Clearing client service team of 5 covering rates and credit on LCH, Eurex, ICE and CME
• Onboarded and educated 80 clients for EMEA
• Established the client services coverage model within the APAC region after providing the team with full training and ongoing support
• Continuous improvement of the control/operational risk framework whilst aligning the offering to the business and sales push
Societe Generale Corporate and Investment Banking - SGCIBHead of Quality & Control for Client Services
Sep. 2014 - Apr. 2016London, England, United KingdomManaged high-profile tactical and strategic projects. Created the EMEA OTC Clearing client services offering and also became an operations subject matter expert. Worked closely with the front office product development on the OTC Clearing build. Developed an understanding of the EMIR and Dodd Frank regulations and how they impacted the teams and the daily processes to ensure the group remained compliant.
Provided constructive analysis of MI data generated internally to drive group efficiencies. • Managed the migration of the Listed Derivatives Jefferies client clearing business into the SGNEUK entity. Over fifty clients were migrated within a month, this role involved liaising with the client and all areas within the firm to ensure a smooth transition on every occasion. • Created the client services OTC Clearing offering. This included integrating clients under an ISA segregation model with ICE and the LCH and providing multiple collateral management solutions to manage the business. • FX and OTC Clearing SME, a reference point for any of the client services teams when requiring assistance. • Delivered the global brokerage harmonisation project within client services. This allowed the firm to allocate the correct charging structure onto each client, protecting revenue and aligning teams across the business from front office to client static. I was tasked with setting the structure so that the listed derivative client base could be analysed, tested and then integrated into the new platform.
SGCIB NewedgeHead of Quality & Control for Client Services and Onboarding
Oct. 2013 - Sep. 2014Managed high-profile tactical and strategic projects. Created the EMEA OTC Clearing client services offering and also became an operations subject matter expert. Worked closely with the front office product development on the OTC Clearing build. Developed an understanding of the EMIR and Dodd Frank regulations and how they impacted the teams and the daily processes to ensure the group remained compliant.
Provided constructive analysis of MI data generated internally to drive group efficiencies. • Managed the migration of the Listed Derivatives Jefferies client clearing business into the SGNEUK entity. Over fifty clients were migrated within a month, this role involved liaising with the client and all areas within the firm to ensure a smooth transition on every occasion. • Created the client services OTC Clearing offering. This included integrating clients under an ISA segregation model with ICE and the LCH and providing multiple collateral management solutions to manage the business. • FX and OTC Clearing SME, a reference point for any of the client services teams when requiring assistance. • Delivered the global brokerage harmonisation project within client services. This allowed the firm to allocate the correct charging structure onto each client, protecting revenue and aligning teams across the business from front office to client static. I was tasked with setting the structure so that the listed derivative client base could be analysed, tested and then integrated into the new platform.
NewedgeAssociate Director - Client Services Supervisor
Sep. 2012 - Oct. 2013LondonSupervising a team of over 10 Client Service Representatives across all asset classes including FX,IRS,Equity,Bonds,Listed Derivatives
NewedgeFX and OTC Client Service Supervisor
Feb. 2010 - Sep. 2012London, United Kingdom
NewedgeFX and OTC Client Services Representative
Aug. 2007 - Jan. 2010
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