Bethan Griffiths
Barking,Essex
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial Services industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimization. Articulate and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
11
11
years of post-secondary education
1
1
Certification
Work history
Client On-Boarding Associate
Custody, HSBC
London
08.2022 - Current
- Asked to take a role in a newly created specialised on-boarding team to build a model to support clients on a global basis
- Responsible for using a query management system, which detailed volumes.
- Handled questions about market standard documentation as well as raising, monitoring and tracking client account opening, closing and change requests through the process.
- Working alongside project managers to deliver strategic client onboarding initiatives and supporting colleagues by covering all aspects of the onboarding process.
- Coached and trained team members to increase productivity and growth.
- Managed high-volume customer queries simultaneously through effective multitasking.
Custody Operations Client Service Manager
HSBC
London
07.2020 - 08.2022
- Further to an internal restructure a number of Account Managers moved into a more operationally driven role reporting directly into the Operations management structure.
- Working with a broad scope of clients for whom we have oversight and operational responsibility also providing exposure to more sectors and types of client, each CSM is now responsible for 40-50 clients.
- Promptly responded to inquiries and requests from prospective customers.
- Higher degree of involvement in projects working closely with onboarding project managers to provide custody expertise.
- Close alignment with the onboarding teams, working more closely than ever with the onboarding stakeholders.
- Completed a key project and worked with senior management across Europe to transition the monitoring of regulatory project into BAU.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Followed up on unresolved customer issues to investigate and resolve problems.
Account Manager
HSBC
London
08.2016 - 07.2020
- Gathering feedback received from clients and working with the business to look for value-add solutions that benefit the client and the business
- Arranging meetings, calls and reviews with clients.
- Acting as a main point of contact internally to address queries and concerns on a higher level than the day-to-day client service queries managing escalations within these teams.
- Managing annual audit requirements regarding contacts, authorised personnel and dormant accounts; working with clients to confirm the status of these audit points and make changes as required.
- Acting as an escalation point for queries which the client service teams and their managers have not been able to resolve to the client's satisfaction.
- Review queries and these escalations to identify opportunities to educate both clients and operational teams.
- Oversight of account opening, amendment and closure process, working with the administration teams and the sub-custodians to ensure timely action of requests.
- Participating in team and department-wide projects regarding business objectives.
Client Services Officer
HSBC
London
02.2011 - 08.2016
- French-language support for several clients for which all queries, meetings and conference calls are undertaken in French
- Reply to queries that relate to all parts of Global Custody business this has lead to developing a good understanding of all product groups including, asset servicing, cash, settlements and tax to ensure that queries can be accurately translated and answered whether answered directly or referred to operations for assistance
- Review of management information reports to identify where processes can be streamlined or better managed to improve client perception of service, reduce queries and improve key performance indicators and production of bespoke reporting
- Working with a broad portfolio of clients from affiliate clients through to large public sector clients and supranational organisations, all who have different expectation and requirements.
- Development of a good understanding of their business and how it relates to my role
- Development and improvement of bespoke reporting
- Writing robust and easily comprehensible processes to facilitate the transfer to service centres in the UK and overseas
- Training in coverage and replacement to ensure a seamless transfer as the role and delegation of work evolved.
Client Service Representative
Citi
07.2006 - 02.2011
- Primary point of contact for a variety of clients such as investment managers for pension funds and insurance companies investing in unit trust and collective investment schemes, private banks and clients trading equities, bonds and exchange traded funds
- Assisted in the piloting of new funds trading platform (CitiConnect), trained with the operational team by joining them for a number of weeks
- Significantly reduced stock breaks sharing information with client and internal teams
- Identified an error in monthly management information reporting which was causing client STP rates to appear much lower than actual levels
- Trained in several new team members to ensure a good understanding of the end-to-end process from receipt of query to resolution.
Education
Bachelor of Arts - European Business
University of Portsmouth
Portsmouth 09.1999 - 06.2003
Multinational Business Diploma - European Business
Bordeaux Ecole De Management
Bordeaux, France 09.1999 - 06.2003
A-Levels - French, Geography, German
Caerleon Comprehensive School
Newport 09.1997 - 06.1999
GCSES - Various Subjects
Caerleon Comprehensive School
Newport 09.1995 - 06.1997
Skills
- Multilingual
- Excellent communication skills, both written and verbal
- Excellent organisation skills, good capacity for multitasking and prioritising workload
- Microsoft Office systems, particularly Outlook, Word, PowerPoint and Excel
- Staff education and training
- Experience of managing queries via query management system
- Client onboarding
Certification
CHARTERED INSTITUTE OF SECURITIES AND INVESTMENT - INVESTMENT OPERATIONS CERTIFICATE.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Languages
English
Native
French
Fluent
Spanish
Intermediate
German
Intermediate
Quote
Nothing in life is to be feared. It is only to be understood.
Marie Curie
Timeline
Client On-Boarding Associate
Custody, HSBC
08.2022 - Current
Custody Operations Client Service Manager
HSBC
07.2020 - 08.2022
Account Manager
HSBC
08.2016 - 07.2020
Client Services Officer
HSBC
02.2011 - 08.2016
Client Service Representative
Citi
07.2006 - 02.2011
Bachelor of Arts - European Business
University of Portsmouth
09.1999 - 06.2003
Multinational Business Diploma - European Business
Bordeaux Ecole De Management
09.1999 - 06.2003
A-Levels - French, Geography, German
Caerleon Comprehensive School
09.1997 - 06.1999
GCSES - Various Subjects
Caerleon Comprehensive School
09.1995 - 06.1997
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