JUSTYNA NOWAKOWSKA-WOJCIK
Edinburgh
Summary
Experienced Officer with a knack for streamlining operations and enhancing team productivity. Successfully led multiple projects, achieving significant improvements in workflow processes and staff coordination. Known for problem-solving skills and fostering a collaborative work environment.
Committed to driving organisational success through strategic initiatives and collaborative teamwork.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
Work history
Officer, UK EMEA Global Billing Oprerations
State Street
Edinburgh
04.2023 - Current
- Managing Business queries and escalations daily
- Offering support in the resolution of billing issues and errors
- Daily tracking and communication with stakeholders
- Monitoring risk areas and the implementation or enhancement of operational process checklists and operational controls
- Interacting with other State Street Departments (both local and international)
- Participating in or coordinating new project initiatives to automate and modernise billing platforms.
- Overseeing all billing processes, client setup
- Establishing tracking systems for errors, escalations, and requests, ensuring that all are resolved and closed in accordance with the company's internal timetable and controls.Managing Business queries and escalations daily
- Offering support in the resolution of billing issues and errors
- Daily tracking and communication with stakeholders
- Monitoring risk areas and the implementation or enhancement of operational process checklists and operational controls
- Interacting with other State Street Departments (both local and international)
- Participating in or coordinating new project initiatives to automate and modernise billing platforms
- Overseeing all billing processes, client setup
- Responsible for the preparation and review of various reports presented to Business Risk Committees
- Performed thorough investigations into reported incidents, leading to accurate record-keeping and timely remediation.
- Establishing tracking systems for errors, escalations, and requests, ensuring that all are resolved and closed per the company's internal timetable and controls.
Senior Analyst, Trustee & Deposiarty Services
Bank of New York Mellon
Edinburgh
03.2021 - 03.2023
- Company Overview: A global investment company that provides investment management, investment services, and wealth management.
- Working in a Business Control team in the Trustee and Depositary department, completing all tasks assigned to operations for a variety of Open-Ended Funds.
- Provided training for new colleagues, working with them closely and providing support daily, helping with their knowledge and development.
- Providing support to other teams.
- Daily Investment and Borrowing checks, Breach monitoring, liaising with the client and other departments, i.e. Fund Accounting and Custody. Ensuring the funds are compliant with both FCA and Prospectus rules.
- Work on ad hoc projects - new fund launches, closures, in-species and process changes.
- Managing a large new client take-on project, I am the key point of contact for the client and all other internal/external parties.
- Monitoring the team mailbox and responding to all queries.
- Monitoring and reallocating tasks between the team to ensure deadlines are met.
- A global investment company that provides investment management, investment services, and wealth management.
- Streamlined workflow processes, resulting in increased productivity levels within the team.
Business Analyst - Odyssey Project
Royal Bank Of Scotland International
Edinburgh
03.2020 - 09.2020
- Company Overview: A major banking institution in the UK providing a range of financial services.
- Working with Agile Scrum project management methodology.
- Redesigning existing processes and designing new processes for a new target platform including the following documentation: Visio diagrams, step-by-step description of process, architecture requirements, regulatory requirements, data requirements and business rules.
- Preparing and leading meetings with stakeholders, including sessions.
- Business and Data Analysis.
- Responsible for change control for the Process Inventory.
- Updating Glossary of Terms.
- Contributing to Scrum meetings and updating tasks in DevOps.
- Collaborating with Bank departments to resolve issues and queries.
- A major banking institution in the UK providing a range of financial services.
Business Analyst - Webster 3 Migration Project
Royal Bank of Scotland International
Edinburgh
11.2018 - 05.2019
- Company Overview: A major banking institution in the UK providing a range of financial services.
- Plainview Gatekeeper for the project.
- Preparing Stage Gate reviews.
- Data Analysis and Data cleansing.
- Proficient in IBBA systems.
- Opening, closure and migration of personal & non-personal accounts in IBBA.
- Keying of payments within the IBBA system.
- Supporting the Project Manager on Governance.
- Collaborating with other departments to resolve issues and queries.
- Providing support to customers via telephone and email.
- Preparing and producing customer letters via mail merge.
- A major banking institution in the UK providing a range of financial services.
- Managed multiple stakeholders, ensuring clear communication throughout the project's lifespan.
- Identified potential risks with thorough business impact analyses.
Customer Complaints Support - Administration
BMO Global Asset Management
Edinburgh
05.2018 - 08.2018
- Company Overview: A global investment management firm providing a range of investment solutions.
- Handling complex customer queries; allocating specific complaints to dedicated investigators.
- Responsible for monitoring daily enquiry and complaint queues to strict time scales.
- Daily administration work, including management of records and handling correspondence.
- Responsible for reporting daily outstanding cases and daily verification of database reports.
- Created a System Procedure Guide and Work Schedule guide for internal use.
- A global investment management firm providing a range of investment solutions.
Upper Clerical Assistant - Operations
NATWEST
Edinburgh
10.2007 - 10.2016
- Company Overview: A major UK bank providing a range of financial services.
- Prioritised and processed transactions accurately to tight deadlines for major clients including financial institutions such as JP Morgan, Citi and HSBC, adhering to the Payment Authorisation Policy.
- Investigation and resolution of Business Group enquiries to tight deadlines.
- Operated multiple financial systems simultaneously which required attention to detail, the ability to work under pressure and efficient working ethics.
- Liaising with internal stakeholders to obtain further details in cases where there was insufficient information to process a payment or transfer.
- Carrying out additional checks on the work of colleagues, ensuring that closing balance is accurate.
- Responsible for monitoring a database system queue to ensure all entries have been processed in time.
- Competent in inputting to all banking systems and Back Office including account opening and closing.
- Archiving of statements and the filing of documents relating to financial transactions.
- Provided administration support to my team such as photocopying, answering telephones, mailing, and logging my teamwork statistics on Excel spreadsheets.
- A major UK bank providing a range of financial services.
Education
Academic English - Academic English
STEVENSON COLLEGE
Edinburgh 08.2006 - 01.2007
BACHELOR DEGREE - Law & Administration
Gdansk Higher School of Humanities
Koszalin, Poland 10.1998 - 09.2001
TECHNICAL DEGREE - Construction & Architecture
TECHNICAL SCHOOL OF BUILDING
Gdansk, Poland 09.1992 - 06.1997
Skills
- Process improvement
- Business Operations
- Project Work
- Payments
- MS Office & Excel
- Reconciliations
- User Testing
- Client Queries
- Data Analysis
- Business Analysis
- Nexen/Workbench
- Operational supervision
- Personnel motivation
- Stakeholder management
Timeline
Officer, UK EMEA Global Billing Oprerations
State Street
04.2023 - Current
Senior Analyst, Trustee & Deposiarty Services
Bank of New York Mellon
03.2021 - 03.2023
Business Analyst - Odyssey Project
Royal Bank Of Scotland International
03.2020 - 09.2020
Business Analyst - Webster 3 Migration Project
Royal Bank of Scotland International
11.2018 - 05.2019
Customer Complaints Support - Administration
BMO Global Asset Management
05.2018 - 08.2018
Upper Clerical Assistant - Operations
NATWEST
10.2007 - 10.2016
Academic English - Academic English
STEVENSON COLLEGE
08.2006 - 01.2007
BACHELOR DEGREE - Law & Administration
Gdansk Higher School of Humanities
10.1998 - 09.2001
TECHNICAL DEGREE - Construction & Architecture
TECHNICAL SCHOOL OF BUILDING
09.1992 - 06.1997
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