Farzana Prout
Chelmsford,Essex
Summary
Accomplished professional with 18 years in client-facing positions within Financial Services. Demonstrated success in relationship management and customer success, with a strong emphasis on leadership and communication. Experienced project manager skilled in Agile methodologies, ensuring timely and effective project delivery. Proven ability to drive technology adoption and enhance user experience for improved customer retention.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Project Manager, Network Management
J.P. Morgan
London
03.2023 - Current
- Managed $500k project with six resources, ensuring effective execution and delivery.
- Focused on large-scale change initiatives to meet global industry and client demands.
- Led strategic internal business transformation as project manager, driving project success.
- Utilised project and product management skills to ensure high-quality change execution.
- Oversaw product development lifecycle, managing business analysis and change initiatives.
- Implemented advanced project management tools for efficient tracking and reporting.
- Streamlined communication channels to optimise project efficiency and collaboration.
- Identified and mitigated risks during RAID meetings, safeguarding project integrity.
Business Technology Optimisation Lead, EMEA & APAC
J.P. Morgan, Asset & Wealth Management
London
03.2018 - 03.2023
- Responsible for leading Engagement and Support for EMEA & APAC.
- Spearheaded end-to-end platform rollout across APAC and EMEA, achieving 80% adoption among 600 advisors.
- Established BTO structure with revamped support model for improved regional coverage.
- Managed US platform rollout for 1,500 front office advisors during three-month placement in New York.
- Built global strategy roadmap for technology adoption programmes, enhancing operational effectiveness.
- Streamlined internal processes to significantly boost operational efficiency.
- Achieved 50% reduction in mean time to resolution, improving user experience.
- Directed a team of 14 across multiple geographical locations, ensuring seamless project execution.
- Coached four team members to attain VP roles between 2021-2023, promoting professional development.
Technology Training, EMEA
J.P. Morgan, Asset & Wealth Management
London
07.2016 - 03.2018
- Facilitated training processes within Asset & Wealth Management across EMEA.
- Delivered high-quality training to internal clients, emphasising front and back office support functions.
- Collaborated with business and technology partners to design workflow-based training curricula.
- Assisted global team in building and harmonising global training capabilities.
- Identified efficiency synergies with Support team to enhance user experience.
- Cultivated strong relationships with internal stakeholders and teams.
- Served as Cyber Security Ambassador for front office operations.
Head of Client Relations
Strategic Insight, Asset International Company
London
04.2014 - 04.2016
- Cultivated robust relationships with key clients, including Goldman Sachs, HSBC, fidelity, Vanguard.
- Designed a client service model that enhanced engagement and retention.
- Formulated strategic account plans to drive business expansion initiatives.
- Executed targeted pitches to senior executives across Europe for new prospect engagement.
- Represented company at Fund Forum in Monaco, effectively promoting service offerings.
- Collaborated with research and product teams to refine the product line.
- Gathered cross-border data from asset managers to support potential acquisitions.
- Teamed with senior sales manager to strengthen global client connections during US travel.
Senior Client Specialist
Thomson Reuters
London
01.2012 - 03.2014
- Successfully managed IM solutions for key accounts including Citigroup, Goldman Sachs, Nomura, Lloyds, Henderson Global Investors and Capital International.
- Achieved 110% of quarterly targets as Client Specialist with full net sales retention.
- Delivered customised training sessions to enhance client relationships and ensure desktop retention.
- Identified growth opportunities within existing accounts to maximise revenue.
- Executed demonstrations of IM suite solutions, highlighting benefits for prospective users.
- Led initiatives that displaced competitors at a global bank and managed platform migration upgrades.
- Formulated strategic account plans to elevate client engagement and loyalty.
- Showcased extensive product knowledge to meet diverse client requirements.
Account Manager
Thomson Reuters
London
06.2010 - 01.2012
- Developed and executed account plans within Investment Banking and Corporate sectors, ensuring retention and expanding product offerings.
- Achieved 153% of quarterly campaign target in Account Management through strategic initiatives.
- Secured new business partnerships by delivering compelling presentations to potential clients.
- Identified growth opportunities within client accounts, resulting in concise forecasting and planning.
- Established strong relationships with decision-makers and end-users in client organisations.
- Maintained accurate account databases to support informed decision-making.
- Monitored competitor activities to maintain a competitive edge in the market.
- Pursued continuous professional development to stay abreast of market trends.
Client Trainer UKI – Investment Management
Thomson Reuters
London
08.2009 - 06.2010
- Maintained relationships with end users across assigned accounts to secure account value.
- Managed version migrations at client sites, ensuring seamless transitions.
- Delivered tailored training sessions based on customer personas for optimal engagement.
- Conducted demonstrations and provided training for new installations at launch.
- Acted as subject matter expert on DataStream platform to enhance client usage.
- Monitored competitor platforms to inform strategies for client retention.
- Identified end user needs to generate leads and support account growth.
Client Support Executive
Thomson Reuters
London
03.2007 - 08.2009
- Delivered first-level including technical support to global clients for Thomson Investment Management products.
- Achieved 80% customer satisfaction ratings, with quarterly scores reaching 90% as Client Support Executive.
- Communicated effectively to address and resolve client issues proactively.
- Developed strong client relationships through telephone interactions.
- Acquired extensive knowledge of financial markets and fluency in investment products and their data outputs.
Education
Bachelor of Science - Economics
City University
London 09.2003 - 06.2006
Skills
- Customer engagement strategies
- Solution-focussed mindset
- Scrum methodology and agile practices
- Project and people management
- Relationship management
- Team leadership and coaching
- Strategic planning and collaboration
- Product development knowledge
- End user experience
Certification
- AWS Cloud Practitioner
- Scum Master Certification
Timeline
Project Manager, Network Management
J.P. Morgan
03.2023 - Current
Business Technology Optimisation Lead, EMEA & APAC
J.P. Morgan, Asset & Wealth Management
03.2018 - 03.2023
Technology Training, EMEA
J.P. Morgan, Asset & Wealth Management
07.2016 - 03.2018
Head of Client Relations
Strategic Insight, Asset International Company
04.2014 - 04.2016
Senior Client Specialist
Thomson Reuters
01.2012 - 03.2014
Account Manager
Thomson Reuters
06.2010 - 01.2012
Client Trainer UKI – Investment Management
Thomson Reuters
08.2009 - 06.2010
Client Support Executive
Thomson Reuters
03.2007 - 08.2009
Bachelor of Science - Economics
City University
09.2003 - 06.2006
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