Chris Kersey-Banks

Experience

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  Lloyds Banking Group

  Jul 2001 - Jun 2004

  Customer Service Advisor

  First full time job which gave me an insight into financial services and 3 years of experience. The position was working in a large cheque clearing site dealing with all Lloyds TSB branches. • Stopping and returning cheques to personal clients, this would involve entering debits on the clients’ account and sending a manual letter. • Fraud prevention, pulling any cheques over set branches fraud threshold and manually checking for fraudulent activity.• Communication with the police to report any fraudulent activity and gain police reference numbers to add to the case.• Direct communication with clients on a daily basis via phone and email.• Free format letters written to client with fraud cases on Microsoft Word.• Daily communication with branches throughout England. Show less

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  International Financial Data Services

  Jul 2004 - Dec 2013

  Pension Operations Manager

  Day to day management of the Virgin Money Stakeholder Pension Scheme c.40 fte, overseeing all Dealing and Registration functions. Joined the team pre migration to test, design and write procedures. Three different positions were held during my progression of the Pension Team. • Service delivery for all work items within SLA and KPI’s.• Oversee the 5pm valuation point and daily book close process for Pension funds.• Integral role in the 18 month project to migrate the existing platform to the new operating platform.• Monthly trips to Dublin offices for work track development with the project managers and developers and testing.• Ran both Pseudo live runs and parallel testing before going live. • Business Process Review to bring the Dublin office inline with UK and IFDS expectations.• Client demos and sales pitches in UK and Dublin to gain new business.• Attended all MSR meeting and main point of reference for both the CRM’s and client.• Performance management and pay rises for non management grade staff.• Production of monthly MI for the board.• Raising and oversight of all work tracks.• Procedure creation and updates at regular intervals.• T&C Regulatory Supervisor for 4 staff. Show less

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  IFDS FINANCIAL SERVICES LIMITED

  Jan 2014 - Jun 2016

  Investment Trust Operations Manager

  Manage all Registration functions for 6 management companies c.44 fte. Functions include Settlement, AML, deceased and legal processing. Reject, enquiries and mandate processes.• Offshored multiple work types to India resulting in a 5 fte reduction with forecasted plans drawn up for the following 2 years.• Implementation of AOM (WorkWare) resulting in a 15% enhancement in productivity and real time queue management.• Breach reduction by over 20% throughout 2014. This was achieved by introducing a quality coach team and structure.• Movement of Reject processes to another site as this did not fit the Investment Trust model securing a 2.5 fte saving.• Full team restructure implemented during 2015, including adding an additional Team Leader which offers more control, structure and risk reduction to the sub teams.• Business Continuity Plan Manager for the area. These duties include creations and updates to the risk map and BCP plan and running the DR tests.• Member of the Risk Committee and representative for ISO9001 (control systems management audit).• 4 green audits throughout the timeframe.• Main point of contact/escalation for CRM’s and management companies, this involves attending the MSR (Monthly Service Reviews) meetings.• Performance management of staff; appraisals, disciplinary, progression plans and oversight of bonus and pay pots. • Forecasting and budget control for the area and full oversight of recruitment.• Introduced Drive For Excellence incentive across my teams.• Business Process Review instructed by myself for an external team to review controls and implement risk reduction measures.• Creation, maintenance & periodic review of procedures for both new & existing processes.• Implemented training for team(s) for new reports/system upgrades etc.• T&C Regulatory Supervisor for 6 staff.• Production of multiple MI packs for both internal and external purposes. Show less

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  SS&C Technologies

  Jul 2016 - Dec 2023

  Registration Manager and CASS SME

  Running and developing teams and providing excellent customer service. Accountable for teams in both the UK and India with c.25 staff. This included the set up, transition and evolution of multiple teams including RSF, Settlement, Foreign Language, Client Maintenance and Agent Maintenance. Responsible for managing new and existing teams by providing exceptional service and enhancing client relationships across the Registration sector and SS&C as a whole. Managing multiple management companies operating across FAST, Figaro and Bluedoor platforms.· CASS SME for Registration – Accountable for the resolution of CASS related issues, queries and preventatives.· Business Continuity Plan Manager. These duties include creations and updates to the risk map and BCP plan. This includes running of the bi annual DR tests.· Main point of contact/escalation for CSM’s and management companies.· Set up a chargeable service which is actively marketed for historic mandate searching which falls in line with the CASS 8 repapering of mandates.· Requested by the Head of Department to turn around two underperforming teams. Successful in returning them back into SLA and within the required metrics.· Completion of the Settlement and RSF offshore process resulting in 100% of work being completed in India.· Implementation of AOM (WorkWare) resulting in a 15% enhancement in productivity.· Implemented robotic and dual input processes.· Identify learning, development and coaching needs for direct report staff including appraisals and oversight of bonus payments. Proven performance management of staff via disciplinary process.· Lead the Registration area through the migration onto a new processing platform (18 month project). This included requirement gathering, procedure creation, testing and training plans.· System enhancement sign off from the Change Request process for clients. Seeing the process through from HLE to live promotion. Show less

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  FNZ Group

  Aug 2024 - now

  CASS Oversight Analyst