Márcia Almeida

Query Management & Oversight

• Act as second level of escalation point for issues, and provide overall support for the team
• Plan, administer, manage, and review service to major clients to ensure we are providing appropriate level of service as required by after sales and post implementation servicing
• Accountable for the ongoing aged queries remediation and the underlying client satisfaction of those data points

People Management

• Provide continuous guidance , opportunities and direction for staff development in relation to skillset requirements to ensure service excellence
• Track and manage team productivity & capacity with management teams.
• Identification of critical staff and develop talent strategies for their retention and growth
• Drive training & development program's for team

Client & Stakeholder Management

• Developed strong relationships across all stakeholders at Citi, along with external clients
• Responsible for client escalation management including presenting cohesive client satisfaction updates to senior management
• Participate and drive Client meetings and calls with Account Managers/CE’s – Service Reviews, Issue Logs, DDQ etc
• Review and Client Scorecards/Temp checks and own follow up of action as required

Continuous Improvement & Strategic Focus

• Provide in-depth and sophisticated analysis with interpretive thinking to define root-cause of queries, pre-empty client needs and develop innovative solutions to eliminate them at source
• Communicate any self-reliance opportunities to the Account management ans Sales team in dealings with client
• Collaboration with the Sector, Vertical & other business partners to implement strategies focused towards improving client experience.

Risk & Control

• Prepare and support the business for audits/exams and client and investor due diligence requests and visits
• Thorough challenges on controls & leading role during Quarterly risk assessments & Annual risk assessments
• Review monthly Controls results through KRI Manager and ensure any resulting CAP’s (Corrective action plan) are raised correctly where required. Monitor the completion of any corrective actions arising from these reviews
• To take part in regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify potential financial exposure related to those risks

◦ Coordination of the implementation of CBI-CAR (Client Asset Requirements) for Issuer Services – work with multiple stakeholders (internal, risk and specially CA&DO) to ensure that the department is ready and comply with all the new rules ;

◦ Risk assessment and mitigation

◦ Participate in internal reviews and Audits

◦ Perform spot check and controls

◦ System enhancements and UAT testing

◦ Review and approval of procedure updates

◦ Team management – individual development , identify training needs and support required to succeed

Goal setting and KPIs , 121s weekly or monthly, mid and year end reviews ;

◦ Support management with ad-hoc projects or needs ;

◦ Work with peers to enhance processes with aim of reducing risk , workload or manual touch points

◦ Handle escalations and resolve complex or non-routine inquiries

◦ Lead team members in providing support in managing operational and technical issues ◦ Participate in internal reviews and Audits

◦ Perform periodic calls to review escalations and performance for the services provided

◦ Provide guidance and training to less experienced individuals within the department, as well as feedback on their performance to their managers

◦ Produce, review and ensure all Invoices are generated and paid within the due timeframes

◦ Review and approval of procedure updates

◦ Manage the on-boarding of new clients by participating on the launch calls, systems set up and documentation required

◦ Identify and raise processes or procedure enhancements

Team Leader for Custody and Issuer services teams, with the following key responsibilities

◦ Workload assignment and production oversight, ensuring that deadlines and the SLA are being met ◦ Manage client escalations and complex issues

◦ Resource and capacity planning

◦ Ensure that staff is adhering to procedures

◦ Re-engineer existing processes, making them more efficient

◦ Perform spot checks to ensure that accuracy and high standards are kept

◦ Risk assessment and mitigation

◦ Identify strengths and improvement areas of team members, ensure development plans are in place Manchester, United

Client Service and Inquiry Response

◦ Proactively respond to custody related client inquiries on a daily basis.

◦ Handle hand-overs to/from other offices/locations.

◦ Manage escalations and liaison with RM and CSM.

◦ Work with internal departments to prioritize client requests, deliverables and issue resolution.

◦ Assist the CSM in Fund launches by coordinating with internal teams and clients that all docs and procedures are followed and completed on due date.

◦ Assist junior staff with complex issues as well provide training. Technology/ Productivity/ Innovation

◦ Utilize relevant internal technology solutions to effectively manage client inquiries.

◦ Introduce and familiarize clients with new technology, automation tools and products.

Custody Risk Management and Control

◦ Complete monthly client reporting requirements.

◦ Assist in maintaining and reporting on client service related metrics.

◦ Participate in team based project work and audits.

◦ Monitor receipt of all client documentation (tax, KYC, account information, authorized signers, etc.) and analyze exposure of missing documentation to BBH/client.

Reconciliation:

◦ Daily reconciliation of securities and cash movements ensuring accuracy in financial reporting and mitigating operational risk.

◦ Daily reconciliation of the firms cash balances, securities holdings and pending cash and stock movements.

◦ Daily monitoring of the firms post trade settlement and clearing processes.

◦ Reconciliation, reporting and payment of relevant stamp duty taxes and financial transaction taxes

Corporate Actions:

◦ Daily monitoring and management of corporate actions. Management of claims, buyer protection and liability letters linked to equities traded by the firm.

Cash & Forex:

◦ Management and monitoring of the group's cash balances. Minimise group overdraft interest charges and maximise returns on deposits by way of daily transfers between the firms international cash accounts.

◦ Daily and monthly reporting to senior management on the firms cash holdings.

◦ Manage intra-day cash transfers and provide daily cash reports to senior management.

◦ Manage foreign exchange transactions and investigate any differences on a timely basis, including booking foreign exchange deals to the general ledger and instruct cash transfers to ensure timely settlement. Dublin, Ireland

-Researching, processing, reconciling, and resolving any discrepancies within functional area of Corporate actions/ Income.

i) Researching various corporate action/ Income announcements and understanding the tax implications ii) Interacting with the custodian banks

• Ensure timely and precise response to partner's queries (client services team)
• produce reports to the designated Stakeholders
• reconcile the events processed - escrow and de-escrow holdings

Provide assistance to clients within the Asset Services framework, ensuring that the quality of service delivered meets the required standards. Main tasks and responsibilities:

◦ Replying to client inquiries linked mainly to Corporate Actions ( voluntary and mandatory), Income and Tax for Local and Global activity:

• CA - announcement , updates , eligibility , instructions (VOLU and CHOS events), payment , reconciliation, Stock

Lending,

• Income - announcement, updates, eligibility, rate check, payment and reconciliation

◦ Inquiring market sources and data providers (agents, sub-custodians, CSD's, Markit)

◦ Managing account opening process for Global Custody, in liaison with Network team , Relationship Managers and internal teams;

◦ Monitoring of Uninstructed / Overinstructed balance on Corporate Events on D day

◦ Handling Cancel & Replace or Late Instructions (on Reasonable Efforts Basis)

◦ Managing of Short Deadline events (Inform BP2S branches and assure response receipt) Query management:

◦ Investigation within BP2S systems, Sub Custodian Network and internal teams

◦ Drafting and updating procedures

◦ Identifying, analyzing and coordinating internally with the due teams any issue arise from the BAU or reported by the clients

◦ Proactively report and/or escalate any relevant issue concerned to the activity

◦ Produce client reports (e.g. daily uninstructed position)

◦ Liaise with the IT team in transmitting business needs, raising issues and development needs of the custody system ( B@ncs), namely quick fixes and change requests;

◦ Being responsible for the monthly conference call with the respective branches

Replying to Inbound client requests and queries fromallcostumercarelines:BPIDirecto(atransactional servicefor bank clients),Cardsline,Informative line,GeneralCollectionsandExternalcollectors’line.

◦ execution of operations upon client’s request ( money transfers, payments, card cancelations, etc)

◦ providing information about the bank’s products and services

◦ execution of client stock orders, request for subscription andredemptions of fund units as well as early redeemable bonds

◦ responding to clients inquiries, such ason statements, movements and overdrafts

Help Desk

Contribution to the launch and implementation of the help desk dedicated to the Corporate Credit line sector ( 6 months roll-out ) for all the bank branches ( over 100 )

Conducted several training sessions to new comers and to existing staff.

Conception and delivery of a user guide for the Application GPC EEN ( Corporate credit line management)