Colin A Richmond-Wells
Sydney
Summary
Business leader prepared for advancing organizational objectives and fostering high-performance culture. Proven record of driving strategic growth and enhancing operational efficiencies. Recognized for fostering team collaboration and adaptability in dynamic environments. Expert in strategic planning and financial management.
Overview
30
30
years of professional experience
Work History
Managing Director- Head of Transaction Banking
MUFG Bank, Ltd
02.2020 - 09.2021
- Accountable for the Transaction Banking business P&L of MUFG in Australia and New Zealand covering Sales, Product and Client Delivery for Japanese Corporates and Global Multinationals
- Charged with transforming the business by sponsoring and delivering global programs on Sales Effectiveness and Client Onboarding covering technology, policy and process
- Developing our client proposition across Trade and Supply Chain finance product and Cash Management product
- Developed and deployed our client proposition across Trade and Supply Chain finance product and Cash Management product
- Cultivated a strong organizational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.
- Managed and grew a portfolio of top local and global clients during COVID, delivering revenue growth through liquidity, payables, receivables and trade products, along with leads to Lending and Relationship teams
- Delivered new Payments/Correspondent Banking relationship for MUFG in Australia and New Zealand
- Developed and managed a new People Program, focused on personal development, coaching and mentoring delivering a step change in staff output, engagement and objectives achievement
Managing Director- Global Head of Client Management
HSBC Bank plc
08.2014 - 06.2019
- Accountable for the Client Management franchise across the globe
- Covered Implementation, Documentation, Digital Integration and Transactional and Relationship Service of some 1500+ staff across 50 countries supporting Global Banking & Markets and Commercial Banking Corporate & FI global business’ cash management requirements
- Key objectives were to further refine their Global Proposition in all aspects of cash management, transactional banking implementation and service, and improve service excellence across all disciplines
- Set strategy with full proposition refresh covering all aspects of client touch points for Client Management globally
- Designed and deployed a new Global Complaints program for GLCM
- Governance and process remediation lead for Regulatory initiatives covering Governmental/Judicial reviews-financial crime/regulatory compliance including the Deferred Prosecution Agreement, Payments Transparency and FATF adherence
- Accountable Executive for two significant streams within Digital Transformation for Corporates- Payments Journey ISO20022 and Self Service covering new look and feel for HSBCNet Track Payments and Self-Service capabilities, Product automation and global documentation replatforming
- Transformation of Global Documentation for GLCM covering c2000 Products, 50 countries and c2500 pages, reducing to one signature and under 80 pages for full Master Services Agreement
- Global Co-sponsor of Wellbeing initiatives for all staff covering stress, sleep, health, food and financial
- Roll-out of new Conduct framework for all Client Management staff, ensuring fair outcomes for clients, treating clients fairly and ensuring strict adherence to new Regulatory Oversight requirements
- Successful separation completed at pace for UK Ring-fence Bank from UK/Global Bank
- Global Champion for Client Experience with a very broad remit
- Successful rollout of global 'Moments of Truth' surveys to properly gauge client satisfaction and feedback across all client segments
- Detailed mapping of Client Journeys also completed
Managing Director- Regional Head of Client Management
HSBC Bank plc
03.2010 - 07.2014
- Responsible for the Client Management franchise across Europe, South Africa, Bermuda and Cayman Islands
- Covered Implementation, Integration and Service of some 400+ staff across 20 countries supporting Global Banking and Commercial Banking Corporate & FI global business’ cash management requirements
- Key objectives were to rollout a best in class onboarding and servicing model across the region with the highest revenue earning clients receiving premium service, owned and managed by Client Management
- Development of Global Target Operating Model for Client Management
- Pan European Target Operating Model Transformation to facilitate a consistent cash management and payment solutions support model across the region and consistent with the rest of the world
- Significant off-shoring and near-shoring of key tasks to deliver both service and operational improvements
- Commercial Banking Service team, centralising the UK Commercial Banking service teams into one location and deployment of target operating model to improve client satisfaction and deliver 30% reduction in FTE
- Key GLCM stakeholder for Operations day to day and projects including key GPS payment system BAU and global country implementations
- SWIFT Accreditation sponsorship resulting in industry leading training certification of all technical staff which is now accepted as a fundamental element of a successful onboarding team
Director- Head of Client Management
HSBC Bank plc
07.2007 - 02.2010
- The role involved the management of the Client Management team of 34 across three centres in Australia, encompassing Implementation, Integration and Service
- The team were responsible for the entire client experience from after sale, project managed implementation including document negotiation and account opening, through to day to day servicing and account management
- Re-engineered team, increasing staff from 19 to 34 to manage enhanced servicing model, covering top Premium, FI and Corporate clients
- Created a Client Service team to proactively manage 100% of existing client GLCM revenues
- Rollout of LMME onboarding process for Commercial banking clients
- Implemented best in class Relationship Model for top tier clients, now being mirrored globally
- Migrated HSBCnet technical helpdesk from Malaysia back into Sydney
- Rollout of Corporate team in Sydney, encompassing HSBCnet technical and Contact Centre, being the first in Asia Pacific to own the entire client experience
- Took ownership of multiple Documentation teams and disparate processes and combined into one on-boarding experience for all Global and Commercial Banking clients resulting in 80% improvement in time taken from first engagement to first transaction
- Increased client satisfaction in East and Partners survey for HSBCnet helpdesk
- Highest increase amongst all banks, 2nd only to top domestic bank through improved SLA’s and staff knowledge
- Established staff development program, I AM Client Management (Image, Attitude and Meaning), to grow and develop staff personally and professionally
Head of CitiService AU & NZ- Client Delivery
Citigroup Pty. Limited
01.2006 - 06.2007
- The role involved the management of the CitiService team, heading a team for Service, Technical and Investigations of domestic and foreign currency transactions, Cash and Trade
- The role also Relationship Managed non-premium and Top Tier Local Corporate clients for service delivery and escalations
- The key objectives were to champion customer service through managing a dedicated team of professionals as a single point of contact for day-to-day client support
- Improved the 2006 Client Satisfaction survey to Regional standard
- Implemented sound people management methodologies within team, fostering togetherness and a willingness to get the job done
- Preparation of full procedure/process and training manuals
- Ensured certification in the Financial Institution service model
- Overall increase in all reportable metrics for team through re-engineering of processes and staff training
- Certification of CitiService in ISO9001:2000- International Standards Organisation, Quality Management Systems
- Improved Voice of the Employee survey in 2006 for CitiService, achieving increases in every area surveyed
Head of Customer Service & Engagement
Citigroup Pty. Limited
06.2005 - 01.2006
- This role involves the management of the Customer Relationship Team Call Centre and all Inter-business Communication, heading a team of 22 for customer service, retention and business relationships
- The key objectives were to champion customer service through managing and re-engineering all Mortgage customer touch points from the customer view point and ensuring superior customer service is delivered at all times
- Delivery of Mortgages attrition targets through Retention activities and staff education and management of offshore call centre relationship for the Mortgages business
- Imbedding a customer centric culture through a Customer Service Champion methodology
- Expanding the business relationship with the offshore call centre to improve Quality and Service through Quality competitions and mentoring
- Implement Retention processes to test attrition triggers to retain customers and increase customer loyalty
- Business Stream owner for migration of lending system to new platform, delivering service improvements and more mortgage options
- Delivered IVR changes for business to allow segmentation of base through self service banking
Customer Relationship Manager
Citigroup Pty. Limited
10.2003 - 06.2005
- Management of the Variations and Customer Relationship Team Call Centre
- All day-to-day activities surrounding the credit and service processes for customers and brokers from first call to after settlement service
- Maintain a holistic customer service process inclusive of approval, documentation, settlement and after sales service
- Managed a team of 100 including customer service, operations, credit, documentation, consents and construction loans
- Co-Project Manager for the migration of Mortgages calls to off shore call centre
- Winner of the Citibank Australia Quality Award for the Customer Relationship Team Quality Project
- Implemented Retention tests, including 'HealthCheck' calls to the customer base resulting in decrease in attrition of 7% in the test group and an increase in customer loyalty
- Managed all Variations in centralised team for Australian Consumer Mortgage base of 50,000 customers and $8 billion
- Held a $2.6MM credit & $4MM valuation delegation
- Re-engineered Variations legal documentation to ensure compliance with Code of Banking Practice and Uniform Consumer Credit Code thereby increasing productivity and decreasing risk of legal challenges and Ombudsman complaints
Credit Manager
Citigroup Pty. Limited
07.2001 - 10.2003
- Day to day management of the Variations team and all activities surrounding the credit and service processes for customers and brokers from loan application to documentation and settlement
- Lead a team of 30 including customer service, operations, credit, documentation, consents and construction loans
- Instigated a 'Customer is King' philosophy to entire team and micro-managed the team from a 30 day approval to current 72 hours with 65% processed within 48 hours
- Implemented a new Mortgages Portfolio database for approval, MIS and tracking purposes of all customer loans, thereby increasing productivity and decreasing customer complaints due to increased contact and better follow-up
- Project Manager for implementation of Customer Relationship Team, delivering process and procedures, recruitment, infrastructure and training
Senior Lending Manager
Citigroup Pty. Limited
05.2000 - 07.2001
- Day to day management of the Credit team
- Set-up team in Perth and built broker relationships
Credit Officer
Citigroup Pty. Limited
04.1998 - 05.2000
- To assess applications submitted by broker partners and provide decisions
- Part of team for the setup of Regionalisation of Credit in 2000, setup of Perth Credit office
- Offered a position in the Specialist Credit Unit- Credit Approvals NSW, assessing mortgage applications for the bank Australia wide that fall outside Citibank Policy or terms of outsourcing to Royal & SunAlliance and the granting of exceptions
- Training of staff within the business in 'Introduction to Financial Statements & Citibank Credit Assessment- Policies & Procedures
- Assisted with the rollout of the outsourcing of the mortgage business in 1999 to Royal & SunAlliance with training to states in the Citibank Loan Express/ Electronic Underwriting System and a contact point for issues & assistance
- Team leader of the Easipay Quality Action Project 1999 and HomeCredit Quality Action Team
Legal Officer, WA Legal Services
National Australia Bank Limited
01.1992 - 12.1998
- Operations Supervisor- Branch- Perth
- Securities Officer- Personal Credit Office- Sydney
Skills
- Operations management
- Staff management
- Quality assurance
- Team collaboration
- Mentoring and training
- Account management
- Project management
- Contract management
- Digital transformation
- Sales leadership
- Client relationships
Personal Information
Citizenship: Australian Citizen
Timeline
Managing Director- Head of Transaction Banking
MUFG Bank, Ltd
02.2020 - 09.2021
Managing Director- Global Head of Client Management
HSBC Bank plc
08.2014 - 06.2019
Managing Director- Regional Head of Client Management
HSBC Bank plc
03.2010 - 07.2014
Director- Head of Client Management
HSBC Bank plc
07.2007 - 02.2010
Head of CitiService AU & NZ- Client Delivery
Citigroup Pty. Limited
01.2006 - 06.2007
Head of Customer Service & Engagement
Citigroup Pty. Limited
06.2005 - 01.2006
Customer Relationship Manager
Citigroup Pty. Limited
10.2003 - 06.2005
Credit Manager
Citigroup Pty. Limited
07.2001 - 10.2003
Senior Lending Manager
Citigroup Pty. Limited
05.2000 - 07.2001
Credit Officer
Citigroup Pty. Limited
04.1998 - 05.2000
Legal Officer, WA Legal Services
National Australia Bank Limited
01.1992 - 12.1998
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