Matthew Hayes

Responsible for all administration duties on a busy investment management team;

- Onboarding of all new clients and new account set ups. preparation of all paperwork and identity checks to facilitate this process. Gathering source of wealth, funds and background information to satisfy anti-money laundering requirements.

- Client account servicing; responding to client requests in a timely manner, executing their instructions for sales and purchases, administering standing orders and direct debits, preparing monthly valuation packs.

- Email/inbox management; replying to all requests from clients, investment managers and associated third parties. Adding callbacks, meetings and follow ups to the team diary.

- Payments; ensuring all payment requests are logged and paid when requested. Instructing the investment managers to make sales to facilitate the payments.

- Transfers; processing all transfer instructions, both internal and external. Ensuring all necessary paperwork and authority has been obtained.

- Miscellaneous tasks as and when requested. These range from investment mandate changes, updating fund distributions to reinvest or pay away, closure of accounts and putting accounts through the deceased persons process.

• Responsible for the deceased estate maintenance function within a Registrations environment.
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Fostered positive employee relationships through communication, training and coaching.
• Streamlined processes to achieve efficiencies and cost savings.
• Analysed Key Performance Indicator (KPI) data to identify trends and achieve team goals.
• Participant in Management company oversight meetings to discuss errors, improvements and strategy.
• Project management for departmental and company wide initiatives to improve the customer experience and meet regulatory obligations.
• CASS knowledge and experience. Gained the Introduction to Securities & Investment certificate.

• Building and maintaining excellent relationsips with financial advisers and intermediaries
• Communicating across all departments and with management on a range of issues, including productivity and utilisation levels.
• All areas of office administration and clerical duties with excellent knowledge of Microsoft office systems.
• Responsibility for training and improvements to both new and current processes within my department.
• Liaising with our team in India to ensure workflows and time critical data are completed.
• Collating adviser fees and charges and ensuring timely sell down and execution from client accounts.
• Organising and delegating daily tasks whilst working to strict deadlines.
• Maintaining client database of monthly withdrawals and direct debits.
• Investigating complex processing queries, errors and providing feedback to others.
• Adhering to strict FCA CASS regulations and reporting any breaches.