Karen Mortimer, CEP
Clonakilty
Summary
Senior Workplace Solutions Leader experienced in driving enterprise process transformation and service delivery optimisation within global financial services. Delivered measurable improvements in efficiency and client outcomes through end-to-end process diagnostics, operating model redesign, and the establishment of governance frameworks. Focused on simplifying workflows, enhancing data quality, and implementing automation initiatives to enable sustainable process change.
Overview
14
14
years of professional experience
Work History
ED, Deputy Head of Implementation EMEA & APAC
J.P. Morgan Workplace Solutions
01.2025 - Current
- Led strategic process review and optimisation initiatives across Global Implementations, identifying inefficiencies, control gaps, and workflow bottlenecks to improve service delivery performance.
- Directed cross-functional teams spanning Operations, Product, Technology, Risk, Compliance, and Client Delivery to implement scalable operational improvements.
- Strengthened governance frameworks and control environments by enhancing process documentation, conducting audit readiness activities, and standardising operating procedures.
- Oversaw regulatory and business-driven process changes, ensuring compliance of operational processes while minimising disruption to service delivery.
- Established performance monitoring frameworks and management reporting to enhance transparency, accountability, and support operational decision-making.
- Sponsored continuous improvement initiatives focused on reducing manual effort, improving data quality, and increasing process scalability.
VP, Global Deputy Head of Implementations
J.P. Morgan Workplace Solutions
03.2023 - 01.2025
- Managed global process improvement programs to enhance operational efficiency, standardisation, and service consistency. Led teams in identifying process risks and opportunities for workflow simplification across implementation and service delivery functions.
- Developed standardised procedures and governance structures that enhanced execution quality and strengthened operational control.
- Partnered with senior stakeholders across Product, Operations, and Technology during organisational integration initiatives, ensuring successful process harmonisation and adoption.
- Supported automation and workflow enhancement initiatives that increased throughput and minimised reliance on manual processes.
Deputy Head of Implementations
J.P. Morgan Workplace Solutions (Global Shares)
08.2021 - 03.2023
- Designed and implemented scalable onboarding and service delivery frameworks supporting 100+ global client implementations annually.
- Conducted end-to-end process reviews to identify bottlenecks and streamline workflows, minimising operational risk.
- Established cross-functional operating models connecting Sales, Product, Operations, and Client Services to improve client transition efficiency.
- Created standardised implementation procedures and ownership models, establishing governance mechanisms to enhance consistency and accountability.
- Led continuous improvement initiatives that shortened project delivery times and elevated service quality.
Senior Project Manager, Implementations
J.P. Morgan Workplace Solutions (Global Shares)
04.2019 - 08.2020
- Redesigned client onboarding and data collection processes, reducing initial submission errors by approximately 30%.
- Created standardised templates, procedures, and training materials, enhancing process consistency and minimising rework.
- Established operational controls and documentation standards, reinforcing governance and mitigating execution risk.
- Identified workflow inefficiencies and implemented process improvements, boosting team productivity and enabling scalability.
Implementation Manager
J.P.Morgan Workplace Solutions (Global Shares)
02.2016 - 04.2019
- Managed end-to-end implementation processes for global clients, achieving compliance with service delivery standards and governance requirements.
- Identified manual bottlenecks and introduced workflow improvements that enhanced operational efficiency and scalability.
- Partnered with internal stakeholders to streamline process design and enhance documentation and execution consistency.
- Supported process change initiatives driven by product enhancements and regulatory requirements, facilitating smoother transitions.
SaaS Analyst
J.P. Morgan Workplace Solutions (Global Shares)
02.2015 - 02.2016
- Analysed client operational processes, recommending workflow improvements that enhanced user adoption.
- Identified automation opportunities, collaborating with stakeholders to implement scalable solutions that streamlined operations.
- Managed portfolio of SaaS and reseller clients, supporting initiatives that drove continuous service improvement.
Share Plan Analyst
J.P. Morgan Workplace Solutions (Global Shares)
12.2012 - 02.2015
- Managed operational delivery for employee share plan clients, ensuring strong governance and high service standards.
- Led implementation of new client onboarding and large-scale migration projects, enhancing client integration experience.
- Developed repeatable procedures to enhance operational consistency and mitigate delivery risk.
Systems Support Analyst
J.P. Morgan Workplace Solutions (Global Shares)
09.2012 - 12.2012
- Managed implementation projects for new software across large global company.
- Integrated systems to enhance interdepartmental processes.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Education
Certified Equity Professional Institute (CEPI)
Santa Clara University Leavey School of Business
01-2014
Post-Graduate Diploma (PG Dip), Co-Operative Organisation, Food Marketing and Rural Development
University College Cork
01-2012
Bachelor of Science (B.Sc.) (Hons) Government
University College Cork
01-2011
Skills
- Process Governance & Controls
- SOP & Runbook Development
- Business Process Optimisation
- Operational Excellence
- Service Delivery Improvement
- Process Diagnostics & Redesign
- Workflow Automation
- KPI Development & Performance Reporting
- Data Quality Improvement
- Regulatory Change Implementation
- Risk & Control Frameworks
- Operational Resilience
- Change Management
- Continuous Improvement
- Agile Delivery
- Cross-Functional Leadership
- Stakeholder Management
- Workplace Solutions Expertise
Timeline
ED, Deputy Head of Implementation EMEA & APAC
J.P. Morgan Workplace Solutions
01.2025 - Current
VP, Global Deputy Head of Implementations
J.P. Morgan Workplace Solutions
03.2023 - 01.2025
Deputy Head of Implementations
J.P. Morgan Workplace Solutions (Global Shares)
08.2021 - 03.2023
Senior Project Manager, Implementations
J.P. Morgan Workplace Solutions (Global Shares)
04.2019 - 08.2020
Implementation Manager
J.P.Morgan Workplace Solutions (Global Shares)
02.2016 - 04.2019
SaaS Analyst
J.P. Morgan Workplace Solutions (Global Shares)
02.2015 - 02.2016
Share Plan Analyst
J.P. Morgan Workplace Solutions (Global Shares)
12.2012 - 02.2015
Systems Support Analyst
J.P. Morgan Workplace Solutions (Global Shares)
09.2012 - 12.2012
Certified Equity Professional Institute (CEPI)
Santa Clara University Leavey School of Business
Post-Graduate Diploma (PG Dip), Co-Operative Organisation, Food Marketing and Rural Development
University College Cork
Bachelor of Science (B.Sc.) (Hons) Government
University College Cork