Charles Ward

• Handpicked to become Senior Operations Manager with responsibilities that include accountability for all European operational functions in Leeds and India for BNYM Performance & Risk Analytics • Led a department of over 100 staff in multiple locations (including Leeds & Pune, India) through a global merger whilst maintaining high accuracy and meeting clients expectations • Managing production of 10,000+ deliverables per quarter on a timely and accurate basis for high profile corporate pension funds

• Managed 3 large teams across cultures within European Operations and India

• Evolved support function for proprietary software and built a strong team to meet role requirements • Negotiated internal SLAs to meet client requirements and delivered world class support • Established chargeable training programme for external clients on proprietary suite of software • Created Testing Team and Implementation Team to meet client deliverables due to growth of business in proprietary software distribution

• Established a global support desk between USA and UK to provide 24 x 5 support • Conducted Client Service reviews in UK and continental Europe with global clients to ensure that client’s service requirements were exceeded • Provided regular KPIs to executive management to track performance and improve service • Acted as IT Development Sponsor to ensure cohesive software development processes followed

• Supervised a 20-strong team on a high volume EPOS support desk • Provided proper staffing across 24/7 support to supply best service for card processing merchants • Established a strong core team thus improving the department turnover to 10% • Ran corporate workshops for largest customers in order to improve the help desk response

Hospitality Administration