Summary
Overview
Work History
Education
Skills
Timeline
References
References
Generic

Jacques van der Heyden

Financial Services Professional
Cape Town

Summary

Experienced operations professional with over 16 years of experience in financial services and 11 years in international investments and platforms.

Excellent reputation for capability enhancements, platform implementation, and migrations. Track record of resolving problems and improving customer satisfaction, backed up by a strong understanding of the operating model value chain.

Strengths in technical and industry knowledge, backed by training in operational management.

Organized and dependable candidate who is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

22
22
years of professional experience

Work History

Head: Strategic Operations: Old Mutual Intern'l

Old Mutual Wealth
Cape Town
06.2020 - Current
  • Responsible for the implementation with others of the Agile Framework of delivery within Old Mutual International and has taken on a Product Owner/Product Manager role for the business unit. My core responsibility in this role is to ensure we maximise value to business and clients through what we deliver. We have managed to increased measurable operational efficiencies via the new way of delivery.
  • Is responsible for managing outsourced vendor management and oversight, through effective relationship management and monitoring via key performance indicators.
  • Acts as a Data Privacy Champion for the business and ensure compliance
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Proved successful in working within tight deadlines and fast-paced atmosphere In the implementation of a number of business priorities
  • Leading a team of business analysts and subject matter experts in delivery of critical business capabilities resulting in robust fee management processes
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Identified issues, analyzed information, and provided solutions to problems on a continuous basis
  • Directed day-to-day operations focused on the attainment of key business metrics, continuous improvement initiatives through a number of resources utilized within the business from multiple disciplines.
  • Championed and guided a team of data and business analysts tasked with identifying the key data remediation areas, ranging from client to fund information. This resulted in enriching, cleaning, and bring client data up to speed to meet regulatory and business requirements.
  • Implemented policies and standard operating procedures for continuous improvement to enhance the overall control framework, by identifying specific business risks in processes, identifying and implementing controls, and ensuring these were strong.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
  • Was instrumental in deploying tactical solutions to manage business risk, prior to the implementation of automated solutions, such as UK chargeable events. Led and directed a team of data analysts in to deploy a solution that calculates tax, produces certificates, and simplifies the annual submission to the UK tax Authority.
  • Implemented an enhanced client screening tool integrated into the core administration platform which allows for screening of results, reviews, record keeping and report which met the business and regulatory requirements

Head of Operations: Old Mutual International

Old Mutual Wealth
Cape Town
09.2018 - 06.2020
  • Designed and implemented a Target Operating Model for Old Mutual International which covered all operational and servicing aspects, within multiple regions in South Africa as well as the Isle of Man.
  • Managed to merge 3 different operational teams into one operational team under a single reporting structure to provide better client service focus.
  • Designed and recruited for new specialist roles such as Operational Assurance and Data Management which had not existed previously in country for the OMI proposition.
  • Drove a change management and training program for all operational staff in readiness for a business and platform migration
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Resolved problems, improved operations and focused on key deliverables to build up and enhance the operational capability.
  • Managed time between managing and embedding operational procedures and completing project deliverables which were challenging.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Carried out day-day-day duties accurately and efficiently.

Old Mutual International Business Specialist

Old Mutual Wealth
Cape Town
07.2016 - 08.2018
  • Was appointed to be the operational lead in a proposed program to migrate the Old Mutual International business responsibility to South Africa, via a business and technology platform migration.
  • Led a team that included enterprise architects and other business subject matter experts in drawing up a business case, which involved selecting a technology partner.
  • I was responsible for leading the effort in the selection and approval process for a new partner, via a rigorous due diligence process which needed to meet the business requirements but other stringent requirements.
  • Worked closely in with a team of business analysts and subject matter experts in discovering, analyzing and understanding the existing operational model of the business.
  • This led to additional planning in creating a project plan which focused on building key functionalities in the technology platform, operational processes, new capabilities and identifying roles and responsibilities
  • Ensured that in building the target operating model that key vendor relationships were maintained.
  • Worked collaboratively with teams in South Africa, the UK and the Isle of Man and other jurisdiction in the execution of this plan.
  • Resolved conflicts and negotiated mutually beneficial outcomes within the project team and with stakeholders in the achievement of this plan.
  • Engaged with a number of stakeholders to ensure that the project plan would meet expectations

Manager: Transfer Agency

Curo Fund Services
Cape Town
04.2016 - 06.2016
  • Curo Fund Services offers a number of administration services to the Asset Management industry in South Africa, and is a joint venture between two of the largest insurers, i.e. Old Mutual and Sanlam
  • Curo had initiated the setting up of a Transfer Agency to offer policy administration services to the same clients.
  • I was responsible for testing the new policy administration services and to test whether it would meet the requirements of the business offering.
  • I made recommendations in the proposed operating model to include management of workflows, matching client premiums, and communication mechanisms by using digital platforms.
  • I created Standard Operating Procedures for system use and basic procedure manuals for staff that would be employed in this new capability.

Manager: Investment & Client Adminisration

Glacier Financial Solutions
Cape Town
12.2014 - 01.2016
  • Investment Administration & Client Services / Glacier Financial Solutions (Pty) Ltd / Cape Town, South Africa
  • I was esponsible for the efficient administration and implementation of the investment proposition for Glacier International.
  • Glacier International is the international investment offering of Glacier Financial Solutions.
  • In addition, I am responsible for the client services strategy and management and handling of client queries and complaints.
  • Duties and Responsibilities include the following:
  • Setting up of new fund Managers on the platform, performing operational as well as qualitative due diligence
  • Interact with and set up Model Portfolios (Wrap funds) for Discretionary Fund Managers
  • Set up monthly reporting and provide continuous support for Discretionary Fund Managers
  • Action rebalance & reallocation instructions for Discretionary Fund Managers
  • Set up and implement Discretionary Manager solutions for Securities Trading on the Platform, including marketing materials, client take on other related activities
  • Liaise with Product Providers to make Structured Solutions available via the investment platform either as a stand alone investment or to be made available via our custodians for share and securities trading
  • Relationship building and regular discussions with providers are a key ingredient in the maintenance of these relationships.
  • Increased customer satisfaction by resolving complaints of any nature, technical issues which required resolution with downstream partners.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.

Manager: Client Services and Operations

Glacier Financial Solutions
Cape Town, South Africa
01.2010 - 11.2014
  • I had overall responsiblity of the Client Services function within the Glacier International division within Glacier Financial Solutions (Pty) Ltd.
  • Glacier International was set up to look at the needs of client who wish to invest in direct International investment options in 2010.
  • The client service function consisted of two parts; Administration of client instructions as well as the client servicing with respect to communication,queries, information requests and maintaining relationships with clients.
  • Duties and responsibilities include the following: 4 q Design and implementation for all administrative processes which include client instructions, MIS and financial reporting.
  • Q Monitoring of MIS to be able to react to any changes that are required on the investment platform q Liase and interact with project management and business analysis teams to implement administration processes internally and match those with our outsourced administration team to ensure synergy q Continuous relationship building with external product providers and outsourced administrators q Manage and handle expceptions queries with clients and external providers q Liasing with external providers (fund managers, stockbrokers) to design processes and products to ensure seamless implementation q Continous relationship building with product providers and outsourced administration company q Set up of Service Level agreements with providers and administration companies q Ensuring the cleint experience is maintained at a high standard to deliver on our value proposition, with respect to client forms, web experience, etc.
  • Q Provide support to regional offices within South Africa q Set up relationships and structures with various offshore trust companies for investments wit Glacier International q Oversee a group of client service administrators who are responsible for the management and administration of all client instructions and serving as a Front Office in Cape Town.
  • Q As part of team design client forms and written communication templates to be used within the department q Respond to client escalations and implement a complaints procedure q Set up communications with respect to corporate actions, legislative changes, new product notifications etc.
  • Q Set up Foreign Exchange structures and processed for clients externalising funds via Foreign Allowance and Asset Swap We successfully implemented a product and investment solution for direct international investments within a six month period form conception to implementation.
  • As part of the ongoing product and platform development, new fund managers, stockbrokers and relationships were added in which I played a key part with respect to design and implementation.
  • Reason for leaving: Promotion to a new role within Glacier International.

Operations support manager

Glacier Financial Solutions (Pty) Ltd
09.2008 - 12.2009
  • Oversee the new business processes for new Investment applications q Overall responsibility to ensure compliance wrt to South African AML legislation and other applicable legislation
  • Responsible for managing the Operations department with other support managers.
  • Responsible for the motivation of 8 consultants who perform differing tasks (onshore new business, Death and Claims process, offshore new business and investment administration.
  • Reason for leaving: With the creation of a new Glacier International department within Glacier, I was tasked with setting up a new.
  • Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.

Internal auditor / Allan Gray Limited / Cape Town

Allan Gray
12.2007 - 06.2008
  • Responsible for reviewing business processes within Allan Gray Investor Services
  • Audit reviews included existing processes, and perform adequacy reviews on processes.
  • The review process also include analysis on risk and controls evident in departments, and recommendations made to improve or enhance existing processes.
  • Reason for leaving: Pursue new opportunities within the financial service industry.
  • Specific analysis on risks and controls.
  • Prepared suitable reports on risk and information gleaned from audits and distributed to appropriate personnel.
  • Reviewed and identified risks, analyzed controls and tested compliance.
  • Investigated discrepancies discovered during auditing process.
  • Recommended new methods to improve internal controls and operating efficiency.

Team Coordinator / Allan Gray Limited / Cape Town

Allan Gray
04.2005 - 11.2007
  • South Africa In my role I was responsible for the following:
  • Resolution of all technical queries received via the Allan Gray call Centre or internal administration
  • Build tools and processes to ensure the client experience was of a high standard
  • Identify risks and areas of concern including offering long term solutions in consultation with various departments.
  • Handling daily queries raised by internal and external parties Input on project work where required when creating new processes Understanding of systems and processes to best manage client queries Reason for leaving: I joined the Internal audit team based on my knowledge and understanding of key operational processes within the organisation.
  • Managed team workload to reach targets for specific tasks.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Worked with customer service to handle escalated customer issues.
  • Worked with customer service representatives to handle escalated customer issues.
  • Assigned various tasks to group members according to skills and experience to achieve maximum productivity.

Portfolio Administrator / Oasis Asset Management / Cape Town

Oasis Crescent Asset Management
05.2004 - 03.2005
  • South Africa My tasks and duties included the following:
  • Responsible for daily Price calculations with a team of administrators for the Oasis range of funds
  • Responsible for all administration related to the Oasis Bond Fund
  • Perfromed all administration which included trades, payments, reporting relate to a an assigned list of institutional clients
  • Corporate Actions related to securities held in various investment portfolios
  • Scrip reconciliations for institutional clients
  • Implementation of daily, weekly and monthly reports Reason for leaving: Seeking new opportunities within the financial services industry.
  • Facilitated portfolio performance review for the Portfolio Management team.

Financial Administrator / Platinum Group

Platinum Group
03.2001 - 04.2004
  • Performed the book keeping function for one of the brands (Urban Hilton Weiner) within the group.
  • Responsibility for an assigned list of creditors
  • Daily, weekly and monthly sales reporting and other Management Information reporting as and when required
  • Responsibility for stock control with other parties for all stores within the brand
  • Reason for leaving: I wished to pursue a career in the financial services industry.
  • Managed expense tracking and personnel vouchers.
  • Reconciled accounts and investigated variances.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

01.1994 - 1999.05

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University of the Western Cape
01.1994 - 1999.04

Skills

Business processesundefined

Timeline

Head: Strategic Operations: Old Mutual Intern'l

Old Mutual Wealth
06.2020 - Current

Head of Operations: Old Mutual International

Old Mutual Wealth
09.2018 - 06.2020

Old Mutual International Business Specialist

Old Mutual Wealth
07.2016 - 08.2018

Manager: Transfer Agency

Curo Fund Services
04.2016 - 06.2016

Manager: Investment & Client Adminisration

Glacier Financial Solutions
12.2014 - 01.2016

Manager: Client Services and Operations

Glacier Financial Solutions
01.2010 - 11.2014

Operations support manager

Glacier Financial Solutions (Pty) Ltd
09.2008 - 12.2009

Internal auditor / Allan Gray Limited / Cape Town

Allan Gray
12.2007 - 06.2008

Team Coordinator / Allan Gray Limited / Cape Town

Allan Gray
04.2005 - 11.2007

Portfolio Administrator / Oasis Asset Management / Cape Town

Oasis Crescent Asset Management
05.2004 - 03.2005

Financial Administrator / Platinum Group

Platinum Group
03.2001 - 04.2004

01.1994 - 1999.05

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University of the Western Cape
01.1994 - 1999.04

References

Name: Lee Adams

Role: Program Manager - Old Mutual International

Email: leepedlar@gmail.com

Name: John Uprichard

Role: CEO - Kane Solutions

Email: john.uprichard@kane-group.com

Name: Andrew Brotchie

Role: Managing Director - Glacier International

Email: Andrew.brotchie@glacierinternational.co.za

Name: Marcel Bradshaw

Role: ex MD of Glacier International

Tel: +44 7469 154275

References

Name:  Carl Blom

Role: Head: Investment Solutions - Old Mutual International

email: c.blom2@gmail.com

Mobile: 072 456 2040


Name: Lee Adams

Role: Ex Program Manager - Old Mutual International

Email: leepedlar@gmail.com


Name: John Uprichard

Role: Chief Executive Officer  - Kane Solutions

Email: john.uprichard@kane-group.com


Name: Andrew Brotchie

Role: Managing Director - Glacier International

Email: Andrew.brotchie@glacierinternational.co.za


Name: Marcel Bradshaw

Role: ex MD of Glacier International

Tel: +44 7469 154275

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Jacques van der HeydenFinancial Services Professional