GEORGE WOLFENDEN
Ashland
Summary
Senior Operations Manager with 21+ years of financial services experience. Has a track record of driving strategic initiatives and delivering impactful results. Adept at fostering team collaboration, optimizing workflows and navigating complex organizational challenges. Skilled in strategic planning, financial management, project management, operations oversight and relationship management. Valued for reliability, adaptability, and results-oriented approach.
Overview
23
23
years of professional experience
Work History
Senior Vice President – Alternative Investor Services
BNY
03.2025 - Current
- Manage and oversee a team of operations managers and business support analysts, ensuring the successful delivery of transfer agency and investor services to 16 Alternative Investment Services clients
- Spearhead strategic restructuring initiatives to optimize workforce efficiency by replacing non-strategic roles with cost-effective employees and implementing cross-training programs, resulting in significant cost reductions and enhanced team flexibility
- Lead the Investor Services team in migrating from a vendor-licensed system to a proprietary platform, achieving a 40% reduction in manual processes and generating $1.2 million in annual cost savings by eliminating vendor fees
- Implement a self-serve reporting model, reducing bespoke client reporting requirements by 60% while empowering clients with controlled access to high-quality data
- Optimize operational efficiency by streamlining business support staff requirements, reducing headcount previously needed for the vendor-licensed platform
- Standardize workflow procedures across all Investor Services client teams, defining clear roles and responsibilities, eliminating inefficiencies, and improving overall client satisfaction
- Develop and execute a cross-training program to transition teams from siloed workflows to a full-service support model, increasing overall efficiency and enhancing team members' processing knowledge
Vice President – Alternative Investor Services
BNY
09.2012 - 02.2025
- Led and managed an investor services operations team for the bank’s largest Alternative Investment Services client, ensuring seamless service delivery and operational excellence
- Oversaw daily department functions and outgoing deliverables, including: Investor capital activity requests (good order review), Anti-Money Laundering (AML) and Know-Your-Customer (KYC) due diligence, Tax document review and compliance, Standard and customized client reporting, Third-party audit requests and ad hoc investor inquiries
- Fostered strong client relationships, serving as a key liaison across client organizations to address operational needs and drive service improvements
- Collaborated with internal stakeholders and cross-functional teams to enhance client satisfaction and optimize investor services operations
- Identified process inefficiencies and risks, implementing targeted solutions to enhance controls and improve workflow efficiency
- Partnered with senior management and third-party vendors to streamline processes, reduce risk, and enhance operational effectiveness
- Led operational readiness workshops for new product launches, ensuring teams were well-prepared for implementation
- Developed and executed data mapping and workflow designs to support the conversion to a new operating platform
- Oversaw department testing for the shareholder register platform and cash processing systems, ensuring seamless integration and system reliability
- Restructured the department into two specialized functional units—Investor Reporting and AML/Account Onboarding—enhancing efficiency and role clarity
- Supervised and approved all department operational procedures and workflows, ensuring compliance and best practices
Assistant Vice President – Hedge Fund Services
J.P. Morgan
10.2007 - 09.2012
- Managed a team of 18 account managers, ensuring seamless service delivery and operational excellence
- Maintained strong relationships with clients, investment managers, prime brokers, third-party vendors, and internal stakeholders
- Developed and mentored supervisors, enhancing their management and leadership skills
- Designed and implemented a training program, improving compliance with Anti-Money Laundering (AML) standards
- Created process workflows and departmental procedures to improve efficiency and reduce risk
- Led reporting analysis and development, drafting business requirement documentation, testing system enhancements, and approving implementations for customized client reporting
- Drove accountability and ownership of client and vendor issues, ensuring effective resolution that met or exceeded client expectations
- Oversaw Transfer Agency (TA) operations, approving new business initiatives and leading fund and investor data migration into TA platforms
- Presented the TA operating model to potential investors in sales meetings and facilitated new client onboarding with TA Account Managers
- Managed a large-scale office migration from Ohio to Massachusetts, hiring and training 18 staff, 1 project manager, and 2 operations managers
- Designed and implemented a structured operating model, dividing the department into three specialized functional units: Investor Relations, Data Entry, and AML/Account Onboarding
- Established a control framework, procedures, and checklists, ensuring operational efficiency and compliance in the newly structured teams
Operations Specialist
Brown Brothers Harriman
05.2004 - 10.2007
- Provided client support, resolving issues related to failing trades and missed payments
- Executed and reconciled stamp duty payments on trades settling in Hong Kong, Great Britain, and Ireland
- Managed the settlement of cash and securities, overseeing transactions that required specialized processing
Trade Settlement Processor
Investors Bank and Trust
07.2002 - 04.2004
- Provided client support, resolving issues related to failing trades and missed payments
- Executed and reconciled stamp duty payments on trades settling in Hong Kong, Great Britain, and Ireland
- Managed the settlement of cash and securities, overseeing transactions that required specialized processing
Education
Bachelor’s - Economics & Business Foundations
University of Texas, McCombs School of Business
12.2001
Skills
- Client Relationship Management
- Investor Relations
- AML Compliance & Regulatory Oversight
- Project & Process Management
- Reporting & Data Analysis
- Leadership & Team Development
- Control Framework & Risk Mitigation
- KPI tracking
Additional Information
Strong expertise in investor services operations within banking and asset management industries., Proven ability to drive cost savings and operational efficiencies through process improvements and restructuring., Adept at leading system migrations, ensuring seamless transitions while reducing risk and enhancing automation., Excellent leadership and mentoring skills, fostering professional development and high-performing teams.
Timeline
Senior Vice President – Alternative Investor Services
BNY
03.2025 - Current
Vice President – Alternative Investor Services
BNY
09.2012 - 02.2025
Assistant Vice President – Hedge Fund Services
J.P. Morgan
10.2007 - 09.2012
Operations Specialist
Brown Brothers Harriman
05.2004 - 10.2007
Trade Settlement Processor
Investors Bank and Trust
07.2002 - 04.2004
Bachelor’s - Economics & Business Foundations
University of Texas, McCombs School of Business
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