Amelia Hegarty
Manchester
Summary
Strategic and results-driven operations leader with a strong track record in financial services, client operations, and customer service. Proven expertise in building and managing high-performing, cross-functional teams in fast-paced, highly regulated environments. Demonstrated ability to lead international operations, execute service improvements, and drive performance against key metrics. Adept at integrating new service channels, delivering exceptional customer experiences, and fostering a culture of innovation and accountability. Skilled in risk management, stakeholder engagement, and process optimisation—bringing a proactive, solutions-focused approach to operational leadership.
Overview
5
5
years of professional experience
Work history
Business Engagement: Anti Money Laundering FTC
Brewin Dolphin
Manchester
04.2025 - Current
- Led key initiatives in a high-pressure, fast-paced environment, focusing on data quality remediation and cross-departmental collaboration to ensure business continuity and growth.
- Spearheaded remediation activities for complex financial data, driving collaboration with multiple stakeholders to improve systems, processes, and performance outcomes.
- Delivered clear, concise reporting and key performance metrics to senior management, ensuring transparency and effective decision-making on critical projects.
- Utilised problem-solving skills to analyze complex issues, streamline processes, and ensure data-driven decisions aligned with business goals.
- Worked within a highly regulated environment, ensuring customer information was handled with the utmost care and compliance.
- Focused on strategic data management and stakeholder communication to enhance client relationships and ensure timely delivery of results.
Customer Service Manager
JLA
11.2024 - Current
- Resolved complaints efficiently, fostering customer loyalty.
- Collaborated cross-functionally for seamless service delivery.
- Demonstrated leadership skills in managing diverse teams.
- Implemented robust auditing systems, strengthening organisational integrity and trustworthiness.
- Managed challenging situations to ensure customer satisfaction.
- Improved operational efficiency by identifying areas of improvement.
- Implemented training programmes, enhancing team capabilities.
- Devised strategies to improve customer engagement.
Corporate Actions Team Leader
BNY Mellon
Manchester
03.2023 - 11.2024
- Department recruitment, including interviews & onboarding.
- Manage the movement of operational teams cross county and lead on organisational changes.
- Train new starters and ensure they are compliant with all risk initiatives and ensure a client forward approach.
- Investigated issues affecting group operations, prepared reports and helped correct problems working across multiple teams.
- Escalation contact to solve complex problems effectively and deal with high priority client issues.
- Built and maintained strong relationships with internal teams and external clients and custodians.
- Oversaw progress of multiple key strategic projects with extensive follow up to ensure targets reached.
Advice Support Team Leader
Pensionhelp - Redundancy
Manchester
10.2022 - 03.2023
- Strategy and prioritisation to fulfil client deadlines.
- Handled client complaints in line with all regulatory requirements.
- Built strong relationships with clients to ensure strong client engagement.
- Improved client onboarding process to enhance client journey.
- Effective implementation of regulatory controls and KYC compliance.
- Monitoring and reporting of KPIs and SLAs to senior management.
- Established new procedures to ensure efficiency within the team.
- Built on client servicing skills of all team members.
Dealing Services Team Leader
AJ Bell
Manchester
09.2021 - 10.2022
- Maintained up to date knowledge of markets and financial news to communicate to colleagues and clients.
- Conduct thorough investigations and gather evidence to support AML efforts.
- Subject matter expert for vulnerable customers.
- Professional handling of difficult customer complaints and objections, to maintain first-class customer service standards both over the phone and via email.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Encouraged and managed team to consistently exceed critical Key Performance Indicator (KPI) targets.
- Ensured all trading was completed in line with current trade regulations.
- Processed trades on both international and UK markets.
Dealing Services Senior Agent
AJ Bell
Manchester
12.2020 - 09.2021
- Support staff with trading queries regarding Corporate Actions, Trade Settlement or settlements.
- Managing and resolving complaints or escalating complaints to senior management where necessary.
- Placing specialist trades.
- Production of statistics to report to senior management team.
- Established process changes to improve team working.
- Ensured high quality of work in a high pressure fast paced environment.
- Developed strong client onboarding processes to ensure seamless onboarding.
Education
Chartered Institute For Securities & Investment - Investment Operations
Investment Operation Apprenticeship - Level 4
10.2018 - 12/2020
Chartered Institute For Securities & Investment - Risk Management
Operational Risk Management Level 4
A-Levels - Economics, Sociology, History
Hutton Grammar Sixth Form
Chartered Institute For Securities & Investment - Global Operations Management
CISI - Diploma in Investment Operations Level 6
03.2023 -
GCSEs -
All Hallows Catholic High School
Skills
- Five years experience in financial services, specialising in trading, operations, corporate actions, customer service and compliance
- Excellent communication skills, with the ability to engage and motivate teams in fast-paced, dynamic settings
- Subject matter expert for vulnerable customers
- Proficient in all Microsoft packages, with technical excel skills
- Well organised with strong time management
- Proven leadership skills, managing a team of 30
- Management of large scale cross boarder movements of teams
- Proficiency in "Know Your Customer" procedures to verify client identities and assess risk profiles
- Strong analytical skills to interpret complex data and identify trends or anomalies
References
References available upon request.
Affiliations
- Piano
- Italian
Timeline
Business Engagement: Anti Money Laundering FTC
Brewin Dolphin
04.2025 - Current
Customer Service Manager
JLA
11.2024 - Current
Corporate Actions Team Leader
BNY Mellon
03.2023 - 11.2024
Chartered Institute For Securities & Investment - Global Operations Management
CISI - Diploma in Investment Operations Level 6
03.2023 -
Advice Support Team Leader
Pensionhelp - Redundancy
10.2022 - 03.2023
Dealing Services Team Leader
AJ Bell
09.2021 - 10.2022
Dealing Services Senior Agent
AJ Bell
12.2020 - 09.2021
Chartered Institute For Securities & Investment - Investment Operations
Investment Operation Apprenticeship - Level 4
10.2018 - 12/2020
Chartered Institute For Securities & Investment - Risk Management
Operational Risk Management Level 4
A-Levels - Economics, Sociology, History
Hutton Grammar Sixth Form
GCSEs -
All Hallows Catholic High School
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