Support Worker - Baal - Edinburgh
(2025-05 - 2026-08)
Customer Service Advisor - Concentrix - Larbert
(2025-05 - 2025-09)
Account Specialist - JP Morgan Chase UK - Edinburgh
(2024-09 - 2025-04)
Being the first point of contact for both existing and new customers. Providing an outstanding customer experience, ensuring that all customer queries are addressed in a timely manner. Identifying opportunities to help customers achieve their financial goals and refer them to the relevant point of contact within Chase.
- Acts as the first point of contact for Chase customers, providing exceptional customer service and knowledge on the products and services that will support customers in their financial journey.
- Communicates with customers via phone calls, emails and secure messages in order to turn them around in a timely manner with high quality responses
- Using soft skills to adapt to each customer to create a memorable experience whilst fully understanding their needs
- Handles challenging conversations including potential complaints when necessary
Futures Derivatives Specialist - RMB (Rand Merchant Bank)
(2022-12 - 2023-07)
The primary service offered to clients is to clear, settle and report on Exchange Traded Derivative contracts traded on the JSE (Johannesburg Stock Exchange) platform.
- Client service and query management
- Risk management
- Clearing and understanding of products across different markets
- Equity Derivatives
- Interest Rate and Currency Derivatives
- Acceptance and allocation of derivative trades from interdealer brokers obo offshore clients.
- Telephonic interaction with clients regarding queries, requests, etc.
- Exercise conceptual thinking when having to problem solve complex queries and apply appropriate methods to remedy
- Daily interaction with international clients (banks) to confirm, allocate and accept positions onto their portfolios
- Position and deal reconciliations for complex portfolios
- Interaction with JSE regarding end of balancing, client queries, margins, requests
- Maintain the highest level of integrity, respect and professionalism in dealing with all Derivative Clearing clients and stakeholders.
- Daily confirmations, accepting and allocation of trades for any client instructions Accurate trade and position per counterparty per derivative market
- Communicate with clients where there are any trade discrepancies and help resolve within market operating times
- Reconcile any trade mismatches T+1 with client
- Book, confirm and accept report only trades on the JSE trading platform on behalf of international clients
- Accept risk management trades that are greater than the limit set or more than 5 percent away from the price.
- Abandon or exercise option positions on expiry day.
- Upload trade files on behalf of clients which include give –up, give –in and give out trades on to the JSE platform.
- Reconcile positions T+1
Deal Manager- Structured Commodity Trade Finance - Absa Bank South Africa
(2021-06 - 2022-11)
The purpose of this role is to perform the Deal Management function for Global Trade, International Banking, Structured Finance, Commodity Finance & Open Accounts. This function involves transaction validation "fit for processing", reconciliation, valuation together with ongoing life cycle event management. This role will manage the interface with front office, back office and all internal infrastructure partners to ensure a smooth client experience during the lifecycle of the deal.
The Deal
Manager will be required to assist with accounting & reporting of products together with substantiation.
- Financial modelling - prepare sound financial models (bespoke deals) and take ownership.
- Cash Flow Management - funding on implementation and wherever deals are not term funded to be confirmed with Treasury.
- Front office support - participate in implementation as support to the Front Office.
- Control Environment - ensure all deals comply with regulatory and legal requirements. Take responsibility for deal to ensure current controls and procedures are observed. Continuously consider risk mitigation and operational effectiveness, with monthly KRI's reporting and providing feedback where applicable. Log all risk and loss events as they occur as a result of fraud or error highlighted in the department. First escalate to line manager and then contact ORM.
- Transaction management - proactively manage milestones and ensure applicable trackers/ check lists are adhered to.
- Contracts Management - ensure correct application of termination clauses including understanding unwinding /restructuring costs. Obtain all the relevant unwinding/restructuring cost from treasury and the asset model and calculate a final unwinding/restructuring cost and communicate all the unwinding/restructuring cost to the relevant parties.
- Client Focus - where required liaise with clients to resolve queries working jointly with specialist teams e.g. TAG, Legal, Excon, Docman, RE, Trade RM, Trade analyst. To ensure the client on-boarding process is managed and training is provided to a level that the client knows how to use the Receivables Finance facility and remains compliant to all conditions of the facility.
Manager- Global Markets -Derivatives Trade Support - Standard Bank South Africa
(2015-09 - 2021-05)
To maintain and implement controls around trade management, market data management, amendment reporting and the rollout of new products and new business within Treasury in partnership with Front Office. To act as a conduit between Operations and the Front Office. To perform a comprehensive trader surveillance role, identifying systemic trends in trader behavior and highlighting concerns to business management.
To maintain control standards that meets the obligations of the regulator. To proactively identify areas of potential weakness in the control framework and implement sustainable solutions. To maintain satisfactory monthly KRI levels through active management of existing controls.
- Running the Fixing procedure on trades (e.g. Jibar, ICAP, Euribor, Libor)
- Monitoring Markitwire and Murex Exception queues & resolve related queries
- Facilitating the loading of static data (All Desks)
- Updating Futures and Options Closing prices on Murex
- Assisting in resolution of queries from respective functional operational areas, in life cycle of trade.
- Continuous update of procedure documentation
- Completing of operational checklists and related controls
- Placing trades in CARE/SALESCARE status on Murex upon request from FO in order that trades may be amended
- Performing client allocations on trading systems
- Compile and report on MIS (Management Information Summary) – Late trades, amendments, volumes
- Track and provide progress reports on initiatives such as NPC and Projects
- Monthly connect session with Back Office for effective query management processes and relationship building (All Desks)
- Monthly connect session with Front Office for effective service levels improvement and relationship building (All Desks)
- Coordinate Futures Rolling Process
- Perform Portfolio Review on live, dormant and inactive books (All Desks)
- Projects - Active involvement in completion of BOMS, assistance in UAT and SIT testing, completion of procedure documentation
- Coordinating the sign-off process of New Products for the Global Markets Operations area (All desks)
- Reporting on Operational incidents (All Desks)
- Addressing Trade Support audit concerns on front to back processes (All Desks)
- Checking client limits/exposures on the system
- Coordinating of TriReduce compression cycles
- Compiling and distributing daily client Mark to Market valuations
- Placing trades in CARE/SALESCARE status on the system
- Facilitating the amendments of Hoops trades
- Completing and distributing ad-hoc client valuations
- Compiling and reporting on MIS (Management Information Summary)
