• Led the harmonisation of operating models across global locations, enhancing client onboarding processes—including Prospecting, Source of Wealth, KYC, Suitability, Client Documentation, and Account Opening—by identifying opportunities to elevate the client experience through reduction in onboarding times and removing friction for clients and advisors,
• Managed the research-driven design and in-house development of a number of digital applications including, but not limited to, a global onboarding workflow tool, the onboarding readiness application for data gathering during prospecting, and the Source of Wealth guided narrative tool, supporting major efficiencies in the client onboarding lifecycle.
• Spearheaded the design of a seamless, collaborative digital experience aimed at facilitating the transition from prospect to client, leveraging the JPOI client portal across both web and mobile platforms.
• Led the Request for Proposal (RFP) process and subsequent implementation of th

• Designed and implemented strategies to enhance customer success, leveraging technical and analytical expertise to identify opportunities for improvement across the customer lifecycle. This resulted in a 3-point increase in overall NPS scores within the Retail Banking and Wealth Management business, significantly improving client sentiment.
• Shaped a highly performing global team of client experience and marketing professionals, integrating local insights into design and planning processes, and ensuring the successful execution of strategies aligned with organisational objectives.
• Fostered a strong cohort of client experience advocates by educating and building strong relationships with both internal and external stakeholders, driving cross-functional collaboration to initiate transformative changes across the division.

• Successfully delivered the HSBC Asset Management Fund Centre (app and web platforms) and the Performance and Attribution platform, optimising both for enhanced client experience through data-driven insights and operational efficiencies. This previously underperforming programme underwent extensive remediation, including the renegotiation of supplier contracts and cultural rehabilitation.
• Collaborated closely with senior stakeholders across HSBC's global network, ensuring full transparency of progress, maintaining executive sponsorship, and fostering a collaborative and results-driven culture.
• Led the "Enhancing the Client Experience" programme, reporting directly to the global leadership team, and driving strategic initiatives to improve client engagement and satisfaction.

• Managed a global team dedicated to enhancing client experience through operational transformation, leveraging Lean Six Sigma, low-code solutions, and Robotic Process Automation (RPA) to drive efficiency and innovation.
• Led cross-functional workshops to drive end-to-end improvements in customer journeys, challenging existing processes and implementing innovative solutions to elevate the client experience.
• Partnered with external consultancies, including EY, to define optimal operating models and client journeys, ensuring alignment with strategic objectives and industry best practices.

• Designed and developed a global data governance framework in collaboration with the Chief Data Officer, establishing robust controls around data sourcing, lineage, and ownership.
• Championed the integration of a cross-organisational data governance culture, successfully managing a £25m global rollout to ensure effective adoption and compliance.
• Travelled extensively to present the Data Governance Framework to senior stakeholders across Europe and Asia, securing their buy-in and driving the framework's implementation across the organisation.

Investment Services and Fund Accounting August 2006 – December 2012
• Managed a portfolio of projects valued at over £28m across Front Office, Investment Services, and Fund Accounting, implementing standardised change management practices to ensure consistency and efficiency.
• Established governance processes to ensure projects adhered to quality standards, utilising KPIs, reviews, and audits to monitor progress and performance.
• Led a team of project managers across multiple locations (UK and Dublin), overseeing the successful delivery of system upgrades, regulatory changes, and new product launches.
● EARLY CAREER HISTORY

Senior Project Manager – Investment Management Equity Trading Systems May 2000 – August 2006

Process Leadership Graduate Trainee.