SUMMARY:

• Service Delivery Management ~ Process Improvement ~ Developing KPIs ~ SOP Best Practices
• Deep experience working at the intersection of business and technology; providing operational expertise, production services and client support; sharpening understanding of business processes and data analysis while developing technology solutions and high - priority initiatives that drive business efficiencies and outcomes.
• Client-facing operations manager with strong project / vendor / stakeholder management expertise—strengthening managed client service / vendor controls, ensuring production teams meet SLAs and quality assurance (QA) expectations, monitoring incident escalations. Advanced understanding of operational best practices, leveraging experience to troubleshoot issues before escalation.
• Expertise for product types as related to data change management projects—improving data workflows, bridging business processes as liaison, translating business requirements into functional specifications for development teams.
• Extensive knowledge of security Masterfile and instrument data support for mid-office asset management with fintech and financial markets knowledge spanning investment banking products (M&A, DCM, ECM).
• Demonstrated quick learner, self-starter, and effective problem solver with background in root cause analysis and making sense out of complex environments with experience working with Agile methodology.
• End - to-End Project Management Customer Relationship Management (CRM) Data Governance Data Stewardship Financial Data Subject Matter Expert User Acceptance Testing (UAT) Quality Assurance (QA) Business Intelligence Stakeholder Management Product & Project Management Onshore / Offshore Teams Oversight Vendor Management Risk Assessment Developing Key Risk Indicators (KRI) / Key Performance Indicators (KPI) Performance Management Master Data Management (MDM) Control Management Service Delivery Management

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Financial Services / Client Relationship Manager

Responsibilities:

• With no existing documentation for onshore CRM managed service controls, created 30+ standard operating procedure (SOP) documents, capturing all systems, stakeholders, vendor sources, and steps. Secured buy-in of management and internal audit teams. SOPs are now part of the daily process for Fixed Income, Equity, and Derivative product teams.
• Evaluated data from Reuters for an important WMA client, facilitating the design of an elaborate spreadsheet system with an offshore team utilizing Reuters’ Eikon API functionality, enable fast mitigation of a reputational risk.
• Administered BCM testing for the Singapore offshore team by learning APAC region premarket corporate action and pricing procedures, using experience to flatten the learning curve from a 180-day benchmark to 14 days, implementing functions with minimal error.
• Identified downstream timing issues in receipt of coupon rates impacting P&L calculations and risk exposure. P&L is calculated by trade support at 4:30 pm EST in downstream application often resulting in manual recalculations. Obtained buy-in from stakeholder leads ensuring existing SLAs would not be impacted, coordinated with support team to adjust feed timings from upstream, tested successfully and released into production thus eliminating ~ 85% of manual P&L recalculations while reducing risk exposure for the traders and the bank.
• Investigated inaccurate RIC codes, identified the flaws that affected 240 instruments, identified the coding error and rectified the problem, eliminated the possibility of similar errors moving forward.
• Provided improved controls as related to Managed Services while guaranteeing that production teams meet service level agreements (SLAs) and quality expectations. Monitored incident escalations, ensuring timely resolution.
• Increased offshore production efficiency for New Issue Monitor (NIM2/NIM3) US Agency search extracts via Bloomberg for upload to main database (at request of U.S. Agencies trading desk). Established process to set up new instruments (350 avg. monthly), proactively addressing contra-execution time mismatch impacting UBS regulatory reporting requirements.
• Improved Fixed Income Operations team's Bloomberg search rules for monthly Government Bond instrument setup procedures, resulting in richer data capture and better productivity under tight deadlines (up to 14 months).
• Reduced pricing supervisory check workload from 3 hours to 20 minutes by incorporating VLOOKUP comparing daily IPO pricing files from IT data feed and Bloomberg.
• Rewrote Halt of Business process SOP to meet turnaround/SLA according to criticality level, reducing risk to the bank.
• Eliminated duplicate Reuters instrument codes (RIC) on legacy system, correcting 19K+ instrument records by comparing market identifier codes (MIC) on vendor Bloomberg and Reuters, enabling data migration project to move forward and preventing negative impact on downstream systems.
• Analyzed 100+ business rules obtained from IT and business analysts within JIRA (business requirement and solution design documents) and created succeed/fail test scenarios to ensure newly created GUI logic worked on frontend.
• Created New Joiner Guide to streamline onboarding of consultants with UBS application, providing clarification on systems they need to access and how to proceed upon receiving access justification.
• Created and refined Sanctioned Instrument requests received from Financial Crimes Sanctions Compliance team.

Confidential

Security Data Management Business Analyst — Operations

Responsibilities:

• Teamed with other business units to resolve data discrepancies and developed business plan to prevent errors and ensure accuracy.
• Identified efficiency gains for work and data flow, joining IT to review data mappings between internal data scrub and Bloomberg Data licenses for GLOBAL PLUS, CAMRA, CADIS, and internal platform APEX.
• Tested storage strategies and disaster recovery at offsite location, supporting business continuity efforts by ensuring accessibility of operational database in the event of a disaster.
• Initiated and supported data cleanup projects, including credit ratings, factors, industry classifications, coupon rate information, issuer information, and cross- information.
• Served as core team member of GLOBAL PLUS implementation project, reviewing business requirements, instructing technology on data mappings from vendor/mainframe, and testing data fields.
• Core member of the SME team that implemented CADIS at Alliance Bernstein, replacing Legacy system.