Tiffany Milliss

• Manage client onboarding, including data cleansing and key initial client communication.

• Educated new clients on our processes and best practices

• Provide demonstrations of FCX

• Engage with clients to understand the nature of their business and guide them as to what FCX tools would benefit them

• Provide support to the pre-sales and post-sales process

• Work with peers and managers towards the rollout of new products and features

• Acted as the primary point of contact for newly onboarded clients, offering continuous support as they familiarized themselves with FCX systems and procedures.

• Manage communications and process queries from Clients and their Investors.

• Support the Operations teams with client and investor transactions as required.

Note - I started at Pershing in 2014 and Finclear purchased the business in June 2021.

• Responsible for generating profit for the Business from revenue created through Stock Borrow and Lending (SBL) activities on a daily / weekly / Monthly basis.
• Managing Internal FinClear client's needs and expectations as well as fielding external brokers SBL queries and requirements
• Managing Client Short-Borrow/Lending specialised accounts. This includes the setting -up and onboarding, first point of contact, solve issues, monitor risk etc.
• Responsible for managing lender/broker relationships.
• Working closely with internal teams, including Credit Risk, Operations and Finance, assisting with various items including day-to-day trade queries to weekly and month-end reconcilations.
• Work with key business stakeholders to identify opportunities for improvement and growth with a focus on increasing revenue, improving risk management and streamlining daily processes.
• Key person in the testing and implementation of Broadridges 4-Sight Securities Finance and Collateral Management System (SFCM)
• Key & main contact person assisting Pershing Australia staff with the initial transition of internal platforms and communication tools, during the early weeks after the FinClear acquisition. Assisted with testing along with set-up of written procedures for staff updating to FinClear systems.

• Key Person in the migration of 90 Correspondents (Pershing Clients) from GBST, the post trade settlement platform used by Pershing at that time, across to Broadridges SUMMIT settlement platform. I was proud to be a main part of this massive project that was completed in 18 months.
• Provided remote and onsite support to both internal and external stakeholders on all technology related activities across each of the multiple platforms Pershing provided (including SUMMIT, Agility applications, etc). This included providing out-of-hours (early mornings, after hours plus weekends) on-call support.
• Daily monitoring of internal (staff) and external client issues across all platforms, ensuring that all inquiries and concerns are addressed efficiently and effectively within the given Service Level Agreement (SLA)
• Considered the Subject Matter Expert (SME) and the preferred correspondent of choice for staff and clients across all the platforms which enabled me to be a conduit between the business and technology.
• Responsible for training new Pershing staff across internal and external platforms (including SUMMIT, Agility, JIRA – Atlassian). Assisted with the training of new Pershing client staff via queries received through the Client Relationship Managers.
• UAT and Production Verification Testing (PVT) for releases, technical changes and Business Continuity Planning (BCP).
• Running SQL scripts into UAT and PROD.
• Incident management, change management, problem management following ITIL principles and processes
• Onboarding of new correspondents, including testing of their accounts and products. Organising internal migrations, such as technology upgrades, plus conducting offboarding of any clients.
• Engaging with external vendors for incidents and technical changes.
• Worked closely with both business and technology teams to ensure our company's technology is aligned with the needs of the business.
• Created and documented procedures in Confluence. This has allowed me to organise and present information in a concise and engaging manner, making it easier for not only my team members but also senior management, to follow and fully understand the processes of the various projects I was involved with.

• Responsible for Australian and New Zealand institutional equity settlements
• Effectively managed all aspects of the day to day settling of equity settlements including matching and settling trades.
• Liaised with various counterparties such as brokers, custodians and clients on a daily basis.
• Liaised with various internal desks such as bookings, front officer advisers, as well as corporate actions and cash desks that were in different parts of the world. This has allowed me to develop strong communication skills and the ability to effectively work with individuals from diverse backgrounds.

• This was a contract role which ignited my passion for projects.
• My role at Challenger was to work with the business, IT and the ASX to implement "ASX mFunds."
• Quality Assurance testing. analysis and end to end UAT of platform CHESSPC
• Design and testing of the internal interface associated with CHESSPC to manage daily BAU
• Documentation of procedures for staff and management
• Presentation of new system to internal stakeholders

Accounts:

• Completion of daily bank reconciliations within the verified timeframes.
• Monitoring of incoming and outgoing funds through the trust account including domestic and international cash payments. Allocating incoming cash payments to the correct client trade account to ensure settlement proceeded on time.
• Liaising with the advisers/dealer assistants, settlements team, clients and ANZ on a daily basis for settlement, cash or reconciliation queries.
• Completion of End-of-day trust procedure; this needed to be both started on-time and finalised within a certain timeframe.

Settlements:

• Provided excellence in customer service to both internal & external Shaw clients in all aspects of settlements, administration and reconciliations.
• Ensure settlement obligation is met in accordance with the ASX rules (no fails by 10.30am)

• Generating revenue from stock borrow and lending activities using various trading strategies
• Day to day management and reconciliation of the stock borrow and loan book.
• Management of domestic and offshore lender relationships to secure borrow of securities, focusing on building relationships and developing rapport to enable allocation of "special" or "hot" stocks
• Management of SBL trades during reporting season, which included borrow offshore stock for dividends and managing exposure on other corporate actions.
• Liaised with various internal trading teams, both local & international, to provide consistent and timely pricing for the Australian and Offshore Equities Teams. Corresponded with the relevant internal support teams.
• Co-ordinate with the IT team for UAT of new systems and upgrades to 4-Sights SFCM

• Effectively managed all aspects of the day to day settling of equity trades including securities lending transactions.
• Implemented new procedures to enhance overall service of the group where necessary
• Liaised with internal desk including bookings, front office equity finance desk and institutional cash desk.
• Liaised with external counterparties including brokers and custodians.