Sylwia Kowalczyk

Corporate Trust Client Services, Senior VP

• Head of Corporate Trust Client Services managing the group of 120 people

• Site Representative for Ireland Client Services – representing the department of 120 people

(internally and externally)

• Managing multiple client service teams, both onshore and offshore in providing quality support to clients on assigned transactions and resolving operational issues on a daily basis

• Maintaining familiarity with industry best practices and seeks opportunities to implement as appropriate

• Setting policies and procedures for teams managed

• Contributing to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality

• Resolving highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed

• Maintaining relationships with business leaders to report client trends and needs

• Providing forward-looking insight on client issues and trends to drive future revenue growth

• Providing strategic guidance on internal activities and initiatives designed to improve the client experience.

• Determinating needed improvements through review and analysis of problems reported

• Support Change Management and Automation Agenda

• Recruiting, directing, motivating and developing staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.

• Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members. Teams support multiple, complex client accounts

• Representing the Corporate Trust department in KPIs Oversight Meetings globally

• Responsible for SLD review and representing the department during SLD review calls globally

• Resiliency Admin responsible for Business Continuity Testing and strategy

• Championed continuous improvement and cross-functional collaboration whilst promoting company values.

• Developed proposals for clients, outlining project scope and timeline.

• Fostered positive and performance-oriented environment by implementing successful reward systems.

• Updated site environment, processes and procedures to comply to audit standards.

Corporate Trust Client Services, VP

• Monitoring cash reconciliation of client operating accounts

• Administration of loan and bond portfolios

• People management (My Time, holiday and leaves, ad hoc meetings, organizing regular 121 and team meetings)

• Managing the daily activities of the team, ensuring that activities are conducted in accordance with the bank and CT policies and procedures and best practices • Providing professional guidance to team members and ensures that the team has the appropriate training to perform their roles effectively

• Actively taking part in scheduled calls (Asset Admin Team and GCA, GCM Breaks Review, Solvas Conversion)

• Representing the Corporate Trust department in KPIs Oversight Meetings

• Responsible for SLD review and representing the department during SLD review calls

• Doing day to day task like checking overdrafts, approving checklists, reviewing reports, signing documents, approving internal transfers, releasing bonds, approving STIFs transactions, preparing KPIs)

• Reviewing training plans and coverage (provides professional guidance to team members and ensures that the team has the appropriate training to perform well)

• Making sure process is documented and procedures up to date

• Evaluating performance of team members (My Performance, PDP)

• High level escalation point for complex situations and ensures they are brought to a successful resolution

• Engaging with CSMs in an open communication and continuous dialog to ensure the work of the team is completed in an appropriate and timely manner

• Supporting people development and process improvements

• Collaborating with Lead Managers in other locations to identify issues and find the best solutions

• Group Manager backup activities i.e. developing and driving new initiatives

• Ensuring that risks are being identified and actively managed

• Building network with other teams we are collaborating with

• Leading the on boarding and promotion process in Corporate Trust – I have hired + 100 people and successfully promoted + 30 people

Wealth Management Access Control

• Lead a team of twelve people (two in Poland and four in London)

• Responsible for the transition of Access Control process from UK and other European countries (Germany, Italy, Jersey) to Poland

• Point of contact for other European locations (Germany, Italy, and Jersey)

• Leading regular calls with stakeholders

• Responsible for SecurePass (smartcard) creation and distribution

• Interviewing and hiring new team members when needed

• Local manager responsibilities (HR, sick leave, shifts, holidays)

• Manage the creation and storage of documentation

• Identify, analyse, troubleshoot and resolve Access Control related cases

• Managing the skill development of team members

• Maintaining stable and fruitful collaboration with stakeholders

• Making sure that the SLAs is respected according to our internal procedures

• Analysing KPIs in order to improve team efficiency

• Leading weekly team meetings

• Checking Cybersecurity Breaches

• Analysing GSNOW, BBS and reconciliation reports and quality assurance

• Managing GSNOW queue and tasks allocation

• Trainer for newcomers

• SME of Polish Labor Low

KYC/AML Team Leader in Client Data Management

• Actively manage a team of fifteen KYC/AML Analyst based in Poland

• Escalating point for KYC matters and stakeholders

• Experience working with global stakeholders

• Leading weekly calls with stakeholders (Client Onboarding)

• Manage the continual improvement of the team

• Responsible for the recruitment process

• SME and trainer for Access Control Team

• Managing workload and delegating KYC/AML related tasks

• Line manager and Hiring Manager duties

• Managing accounts suspensions and reactivations

• Managing team's KPIs and SLAs

• Regulatory knowledge (EMIR, FATCA, Dodd Frank, MiFID)

• Leading weekly team meetings and monthly 1-2-1 with team members

• Organizing team events

Client Data Management

• Performed due diligence on customer documentation and information.
• Provided updates at regular compliance meetings with internal stakeholders.
• Assisted with remediation projects and initiatives.
• Applied strong understanding of FCA UK regulations
• Performing periodic reviews of high and low risk Clients according to KYC/AML policies
• Point of contact for stakeholders and external Clients
• Managing project for LATAM Clients
• Regulatory knowledge (EMIR)

Security Master Data Spain

• Subject Matter Expert in the Security Master Data Spain

• Creation of securities for Private Banking Spain

• Monitoring securities' pricing based on Bloomberg and Telekurs

• Leading security improvement monthly calls with stakeholders

• Generating ad hoc reports

• A strong understanding of different financial products

• Lean Six Sigma process improvement- Green Belt

Security Master Data Spain

• Subject Matter Expert in the Security Master Data

• Generation of daily reports

• Ensuring that all tasks were processed in a timely manner in our queue

• Creation of securities for Investment Banking

A huge knowledge of financial products