James Costello
Sydney,NSW
Summary
Confident and results-driven professional with a proven track record of making significant contributions to organizations and the broader industry throughout my career. With diverse sector experience, I continually seek to expand my knowledge base. Specializing in fund administration within the financial industry, I excel in areas such as complaints management, quality review, training, AML procedures, financial risk assessment, and customer service. Possessing a solid educational background with a Bachelor's degree in Business Marketing and Management, I am committed to delivering excellence in every aspect of my work
Overview
7
7
years of professional experience
Work History
Market Analyst
AbbVie
Mascot, NSW
11.2023 - 03.2024
- Achieved comprehensive proficiency in daily-used systems such as Veeva CRM, Reltio (MDM), and IQVIA, facilitating seamless TPA renewals and adeptly identifying when to raise various ticket types to streamline team information retrieval processes
- Conducted a clean up of current Data Quality performance within the customer database
- Engaged in extensive outreach efforts, conducting hour-long conversations with over 70 representatives across Australia and New Zealand, spanning various business units, to review, request, confirm, and validate customer information
- This initiative involved collaborative with multiple AbbVie stakeholders, encompassing bulk and manual deactivations, updates, efforts and data harmonization within our Veeva CRM and MDM systems
- Established robust interdepartmental relationships, fostering trust and collaboration to effectively achieve desired outcomes while adhering to task-specific criteria.
Operations Manager
ETA Distribution
07.2023 - 11.2023
- Managed corporate relationships to ensure timely delivery of products to customers
- Facilitating order fulfillment for prestigious clients such as Dunnes Stores, Bewleys, Tesco, and Diageo
- Established new accounts for the company as needed
- Performing administrative tasks as required
- Ensuring prompt delivery of urgent consignments for events
- Providing exceptional customer service to our clients.
Senior Analyst - Transfer Agency (UK FSC)
Northern Trust
Limerick
03.2021 - 07.2023
- Facilitated the training of new hires, offering coaching and mentorship
- Addressed and resolved escalations from dissatisfied investors
- Conducted outbound calls for AML/bank verification and registration queries
- Ensured quality checks on all emails from partners before sending them to investors
- Provided assistance to analysts encountering difficulties with various processes
- Traveled to the UK (London office) in November to implement a new complaints procedure as part of our team's rollout
- Designated as the Complaint Handling Champion.
Analyst - Transfer Analyst (UK Fund Service Centre)
Northern Trust
Limerick
- Fund administrator for over 18 fund managers in the UK
- Uploading fund pricing
- Conducting morning bank reconciliations, monitoring cash flows, and generating pending reports for daily and monthly funds
- Assisting clients with ad hoc queries such as onboarding, processing OMTs, applications, redemptions, subscriptions, and switch processes
- Directly communicating with clients and fund managers
- Managing multiple high-volume email inboxes
- Independently managing a portfolio of clients
- Establishing strong relationships with clients, understanding their business needs, and supporting them with strategic projects
- Adhering to all internal and external SLAs maintained internally with clients
- Prioritizing the closure of open inquiries from both internal and external clients in a timely manner
Analyst
Arise Europe
Limerick
05.2017 - 06.2020
- Managing a high volume of incoming and outgoing queries, service requests, and complaints
- Adhering to data protection requirements as per client training
- Taking ownership of customer queries, ensuring timely resolution and follow-up
- Following correct processes to resolve queries efficiently
- Proactively staying updated on market and service developments
- Meeting daily, weekly, and monthly performance targets
- Demonstrating integrity and aligning with Arise and client values
- Taking ownership of personal performance and actively seeking ways to improve and advance.
Education
BA in Marketing & Management -
Limerick Institute of Technology
05-2020
Skills
- Ability to work on my own initiative
- Strong knowledge of Microsoft products
- Excellent communication skills - (listening, oral communication, information sharing & written communication skills)
- Thinking (decision making, idea generation, inclusion and problem solving)
- Leadership (direction, knowledge sharing and team recognition)
- Interpersonal skills
- Strong analytical skills
- Attention to detail
- Strong team player, collaborating effectively with colleagues to achieve shared goals for the organisation
Timeline
Market Analyst
AbbVie
11.2023 - 03.2024
Operations Manager
ETA Distribution
07.2023 - 11.2023
Senior Analyst - Transfer Agency (UK FSC)
Northern Trust
03.2021 - 07.2023
Analyst
Arise Europe
05.2017 - 06.2020
Analyst - Transfer Analyst (UK Fund Service Centre)
Northern Trust
BA in Marketing & Management -
Limerick Institute of Technology
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