Share Scheme Professional - Howden - London
(2025-10)
- Carry out reconciliation and reporting duties, including month-end reporting that reconciles share movements and payments (including deferred payments).
- Support the creation, checking, and first-step audit of shareholder correspondence, covering leaver and payment communications.
- Process shares allotments, transfers, purchases, and merger and acquisition activity via mass upload into Shareworks, maintaining the share register and ensuring data accuracy throughout.
- File with HMRC for allotments and sales, completing SH01, SH02, SH08, and SH10 forms.
- Reconcile the share register against nominee and employee benefit trust (EBT) providers to ensure accuracy across all parties.
- Halved the time taken to complete the month-end reporting process by streamlining it using Claude's project feature, improving both efficiency and consistency.
- Saved hundreds of pounds in HMRC stamp duty fines to date, by automating stamp duty reminders and letters, ensuring deadlines were consistently met.
- Compiled a board level report on internal share offer commitments and share retentions under the new leaver policy, supporting governance and decision making.
Client Success Manager (Private Markets) - Morgan Stanley - London
(2022-11 - 2025-07)
- Facilitated client transitions, including onboarding clients transferring from another provider to the Morgan Stanley platform and supporting clients moving from private to public shares.
- Delivered product demonstrations and guided clients through each offering to enhance their knowledge, enabling independent platform use and a reduction in support queries.
- Established key relationships with blue-chip clients while delivering exceptional project coordination, leading to improved client retention rates.
- Led and executed complex projects, including a €12M dividend distribution, liquidity and vesting windows, Share trust movement, Single Sign-On implementation, and SFTP integrations. Documented project updates and task completion using Salesforce, JIRA, and other management systems.
- Developed a comprehensive onboarding guide to streamline the client experience, ensuring a seamless transition for new and existing customers.
- Conducted regular client meetings with key stakeholders to enhance engagement, address needs, and drive improvements in Net Promoter Score (NPS).
- Enhanced cross-departmental partnerships by collaborating with internal stakeholders and contributing insights from recent projects.
- Built client trust and confidence by providing informed recommendations on equity-based compensation, demonstrating expertise in the area.
- Improved team productivity by documenting and optimizing processes, resulting in reduced workflow turnaround time.
- Collaborate with Team Lead to coach and mentor Customer Success Managers (CSMs), addressing knowledge gaps and improving team performance.
- Communicated client feedback to the product team and managed client expectations, ensuring non-standard approaches were maintained while understanding areas for improvement.
- Guided clients in establishing valuations and setting up financial reporting in compliance with US GAAP and IFRS.
- Enabled successful escalation management and prompt resolution of client concerns by monitoring client usage and providing actionable insights to enhance product adoption, decrease customer churn, and anticipate potential issues.
Share Dealing Supervisor - MUFG formally known as Link Asset Services - London
(2021-12 - 2022-11)
- Managed a team of 15 agents across phone and email channels, conducting regular performance appraisals to drive improvement and upskilling.
- Served as Subject Matter Expert (SME) for share dealing, creating training materials and providing departmental communications as well as approving large trades exceeding £300,000.
- Performed daily and monthly audits and managerial controls to ensure the accuracy of trade and Anti-Money Laundering (AML) information.
- Monitored phone lines to ensure availability and adherence to client Service Level Agreements (SLAs).
- Managed team members through sickness and performance management programs.
- Successfully executed the project to implement a new 3rd party automated payment system for share purchases and admin fees.
Team Leader - MUFG formally known as Link Asset Services - London
(2020-12 - 2021-12)
Supervisor (Project) - MUFG formally known as Link Asset Services - London
(2020-09 - 2020-12)
Information Consultant - MUFG formally known as Link Asset Services - London
(2019-05 - 2020-09)
Manager - Slicebox - Crawley
(2018-06 - 2019-05)
Senior Customer Correspondent Agent - Transport for London (TFL) - London
(2017-12 - 2018-05)
Customer Correspondent Agent - Transport for London (TFL) - London
(2017-06 - 2017-12)
Sales Advisor - Zipcar - London
(2016-06 - 2017-05)
