The Bank of New York Mellon
- Head of Direct Markets (Global Network Management)
2008 - maintenant
- In charge of EMEA Direct Relationships, ICSD’s, cash settlement banks and cash clearers
- Negotiate / sign-off SLA’s and tariffs with service providers
- Review and improve the procedures of Global Network Mgt for appointing and monitoring sub-custodians
- In charge of annual review and sign-off of all market compliance documentation required by Global Network Management
- Close cooperation with Legal, Compliance, Operations and Risk Management on regulatory matters as well as appointment and selection of service providers
- Monitor developments in the industry and help assess their impacts on BNYM and its clients in general and on the Global Network Management policies in particular (T2S, AIFMD, CSD Regulation, UCITS…)
- Articulate BNYM’s opinion and approach to external parties such as regulators, industry forum ….
- Assist in marketing efforts: presentation to prospects and clients, RFP’s …
- Escalation point and problem solver for operational / service issues with service providers
- In charge of various projects for Global Network Management: setting up a Belgian subsidiary, T2S strategy and connectivity, Accountable Person for Global Network Management vàv the UK and Belgian Financial Regulators …
- People management : recruitment, career management, guidance of Network Managers of the team
4CConsulting
- Senior Consultant
2006 - 2008
- A few valuable projects:
1. Bank in Strasbourg, France: Head of Operations
- In charge of Back Office and Contact Centre performance improvement: Quality, Productivity, Customer Experience, training/coaching of employees, KPI definition and implementation, …
- Back Office and Contact Centre processes review (process design and management) to deliver a 20% gain in Productivity
- Management of 100 employees: Back Office, Contact Centre: commercial and service teams
- Coordination of various projects between Operations, IT, Commercial and Product Management departments, change management in a socially difficult environment
2. Development of a Maturity Model for Contact Centres
- AS IS analysis (including Quick Scan of dimensions such as customer experience, contact management and routing, acquisition, retention and cross/up-sell processes, workforce management, coaching/training, Customer Single View,…), TO-BE analysis, Roadmap definition to improve the performance of Contact Centres and bring them in line with the corporate strategy
- Maturity Model implementation with different customers, including Change Management to ensure new working methods are communicated, discussed, understood, adopted and measured
3. Credit Institution in Belgium: Customer-centricity project
- Project aiming at increasing revenues and profitability through improved customer satisfaction: overall structure, systems and people management methods optimization to align business processes with the corporate strategy:
Optimize client knowledge, relationship strategy, value proposition and operationalize client insight, development of a Client Single View for a client-oriented rather than a product-oriented approach
Multi-channel processes optimisation based on the client life-cycle from discovery till relationship termination: professionalize the Contact Centre (client experience, agent experience, tools, dashboards (including KPI’s), optimize Self-Service Experience (web and IVR)
Process re-engineering to put the client at the centre of the attention
Manage budget, deliverables, interaction with the Credit Institution as a client
4. Business development
- Identify business opportunities with existing clients and ensure they allow for renewed business with those clients
