NICOLA ARMSTRONG

Directed end-to-end client service, operations, and governance for CLO and loan portfolios.

• Led cross-functional teams, ensuring compliance and consistent service delivery for complex structures.
• Oversaw portfolio-wide client health, delivering executive reports on performance and operational risks.
• Drove revenue growth and client retention by enhancing service consistency and responsiveness.
• Executed enterprise risk assessments, mitigating credit, compliance, and operational risks effectively.
• Collaborated with Product and Engineering to implement automation, improving scalability and data transparency.
• Managed budget planning and financial forecasting for Structured Debt teams to align initiatives.
• Standardized OKRs and KPI scorecards, enhancing executive visibility and accountability.

Oversaw Service Director team supporting institutional Structured Debt clients and high-profile relationships.

• Directed Service Directors as senior escalation point for complex service and operational issues.
• Designed service remediation strategies to stabilize relationships at risk, and enhance client retention.
• Monitored portfolio-level client health, identifying service and operational risks proactively.
• Established standardized practices for escalation management, governance, and documentation.
• Coached Service Directors in client management and issue resolution.
• Leveraged client feedback and performance metrics to drive ongoing process enhancements.
• Elevated client satisfaction and retention across Structured Debt portfolios.

Oversaw client service and operations teams for Custody, Conventional Debt, and Public Finance products.

• Directed custody operations managing over $3.2B in assets for public finance clients.
• Led Corporate Trust teams to deliver consistent, high-quality services across diverse trust products.
• Implemented robust risk controls, audit frameworks, and governance standards, significantly lowering operational risk events.
• Automated corporate action voting, decreasing custody-related operational risk incidents.
• Optimized settlement and safekeeping processes, reducing manual trade instructions and operational friction.
• Increased processing efficiency through standardized workflows.
• Shaped and developed CT policies and procedures.

Recruited a team of professionals and managed the migration of pooled finance accounts to a Processing Center of Excellence in Jacksonville, establishing centralized operations.

• Implemented standardized procedures, enhancing productivity and reducing errors.
• Led teams in precise processing of financial transactions and trust accounts.
• Conducted audits and quality reviews to ensure regulatory compliance and data integrity.
• Recruited, trained, and mentored team members, boosting engagement and performance.
• Collaborated cross-functionally to resolve complex financial and operational challenges.
• Strengthened controls and compliance measures for improved operational integrity.
• Served as subject matter expert on sales pitches related to pooled finance.

Joined Corporate Trust in London as Trust Associate in 2007, advancing through roles including CSM and Team Leader before relocating with company to Jacksonville, FL.