Fenella Devine jones

• Directed daily wealth operations for high-net-worth and premium client portfolios, ensuring full SLA adherence
and governance compliance across all processing activities.
• Served as designated Subject Matter Expert (SME) for operational processes, providing authoritative
guidance on complex transactions, exceptions, and regulatory requirements.
• Designed and implemented automation solutions for MIS reporting and operational monitoring, achieving a
30% reduction in manual workload and significantly improving data accuracy.
• Oversaw end-to-end escalation management and exception resolution, consistently meeting resolution SLAs
and maintaining client satisfaction standards.
• Conducted comprehensive quality assurance reviews across team outputs, achieving 100% audit coverage
and identifying process gaps for continuous improvement.
• Partnered with Finance, IT, HR, and Client Support teams to deliver integrated operational solutions and
ensure seamless service delivery across business lines.
• Spearheaded cross-training and knowledge transfer initiatives, building operational resilience and ensuring
business continuity across the team.
• Produced regular operational performance dashboards and KPI reports for senior management, supporting
data-driven decision-making.

• Processed up to 80 client onboardings daily as both Maker and Checker across IMS and Phoenix — 0% error rate
and 100% SLA adherence for 3 consecutive years across 10, 000+ client portfolios.
• Reviewed and authorised daily outputs of 10 team members as designated Checker — zero compliance breaches
sustained across all audit cycles throughout entire tenure.
• Engineered MIS automation reducing manual processing time by 30% — delivered within first quarter of
deployment, eliminating recurring data-entry errors and improving SLA integrity.
• Led HSBC-wide DAM and PAM migration across 50+ senior stakeholders — on schedule, zero errors, under strict
audit and regulatory requirements.
• Delivered HBUK data migration project on time — coordinated with senior UK officials, received formal
appreciation award for execution quality.
• Designated Subject Matter Expert for end-to-end wealth and compliance processes — KYC exceptions, complex
client instructions, system controls across IMS and Phoenix.
• Led process re-engineering across HIS-Southampton Tranches 1 and 4 — eliminated manual intervention,
standardised onboarding procedures, reduced processing waste.
• Produced executive KPI dashboards and performance reports for senior management — data-driven insights
supporting continuous improvement.
• Designed and delivered cross-training for 10 staff — built team resilience and eliminated single-point-of-failure risk
across all queues.
• Deputised for Assistant Manager — oversaw full BAU operations, coordinated with UK onshore business partners,
ensured all workflows completed within SLA.

• Managed client data setup, investment record maintenance, and reconciliation activities, maintaining 100%
accuracy standards across all accounts.
• Oversaw trade adjustment processing, exception reporting, and remediation activities, coordinating with front
office and back-office stakeholders to resolve discrepancies.
• Introduced operational process improvements that reduced error rates, improved turnaround times, and
enhanced overall team efficiency.
• Led and participated in key transformation projects including UK Onshore Migration and Mass Stock
Suspension, ensuring smooth execution with no client impact.
• Managed junior team members performance, providing training, guidance, and quality coaching to maintain
service standards.
• Collaborated with compliance and risk teams to ensure all operational activities met regulatory and internal
governance requirements.

• Executed and independently verified client account setups, corporate action processing, and investment record
maintenance across HUB and IMS — 100% quality standards across 10-year tenure.
• Managed CASS-regulated trade corrections — full regulatory compliance, zero client impact throughout.
• Processed exception reports coordinating with Cash Reconciliations and Risk and Control teams — all items closed
within agreed SLAs.
• Maintained broker and fund manager data across BMM, HUB, IMS, and Bloomberg — dividend setups, name
changes, stock table creation for UK Premier and Child Trust Fund clients.
• Core team member on Mass Stock Suspension project — zero client impact and full compliance throughout.
• Sustained Superstar of the Month and 100% Quality awards across full 10-year tenure.

• Delivered high-volume inbound and outbound customer service support for credit card and premium banking
clients, consistently achieving 100% quality scores.
• Managed complex client inquiries, disputes, account amendments, and complaints, resolving issues efficiently
while maintaining compliance and regulatory standards.
• Provided dedicated white-glove service to HNW and premium segment clients with complex, multi-product
account needs.
• Recognised repeatedly for service excellence, first-call resolution rates, and customer satisfaction scores.

• Managed 250+ US-based client contacts daily working US hours — 100% quality and satisfaction scores across all
review cycles.
• Resolved complex queries including balance transfers, disputes, credit limit amendments with consistent first
contact resolution.
• Identified recurring contact trends — contributed to process improvements reducing repeat contacts and
improving client experience metrics.