Anthony Doyle Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Dublin, Leinster, Ireland

Dublin

• Respond to Client enquiries in relation to Corporate Actions within 3 hours of receipt and as far as possible, without recourse to the processing personnel.• Resolve all Client enquiries within 3 days of receipt.• Manage corporate actions relationship with clients to attain desirable scoring on client service reviews/Global custodian surveys• Supply clear and concise requests for entitlement correction/amendment to the processing area and monitor for completion• Accurately capture MIS for enquiries and assist in collation of query analysis data for monthly client reporting.• Produce client specific MIS packs for distribution to clients at each month end.• Ensure Clients receive high quality customer service in relation to all Corporate Action issues.• Communicate directly with Clients by phone and e-mail.• Accurately apply relevant classification codes to enquiries and perform a monthly query analysis of all client enquiries received to identify potential client education needs• Educate clients in respect of understanding Citi’s proprietary systems or market practices to reduce repeat enquiries.• Provide proactive support to specific Clients in line with Service level agreements.• Ensure that all enquiries, which are capable of resolution by the processing areas, are flagged for escalation in accordance with the unit's procedure if not processed within interdepartmental SLAs• Liaise with Processing Unit to highlight common issues and recommend procedural changes or systems enhancements• Arrange and chair regular client service calls• Act as direct point of call with internal and external senior client representatives.• Maintain a close working relationship with Product Management, Client Executives, Country Management and Client Service Reps• Provide assistance and training to the rest of the team• Represent Citi Client Enrichment at client meetings and visits

• I Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards • I Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required • I Drive client satisfaction for given portfolio – including regular proactive calls and visits where required. • I Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. I Host review calls to discuss and analyse these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable • I Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls • I Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue • I Escalate customer feedback, processing delays and errors appropriately • I Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable • I Keep updated on all new market and regulatory requirements affecting client portfolio/base • I Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times • I work with Client Experience managers and Account Managers to ensure the client is receiving the best and most efficient service possible. • I manage client visits as part of the Cash Tours Team.• I am the EB SME for our team and meet regularly with this team to discuss escalations and Citidirect Updates. • I am also the Stars case management representative from our team. I am also currently training all new hire staff in classroom environment for all systems and processes used for our department.

• I monitor and assess the Asset Management Unit (AMU) call handling in accordance with the Bank’s Policy and Procedures.• I monitor and assess the Arrears Support Unit (ASU) and underwriters restructure agreements to ensure all correct documentation is completed and sent out and the correct restructure option is chosen for the customer according to the information provided in the Standard Financial Statement (SFS) and relevant Calculation tools. • I Also assess SFS declines.• I assess AMU internal processes in accordance with the Bank’s Policy and Procedures• I provide accurate and timely assessment reports to the AMU Management Team• Highlighting to Management any observed quality and/or compliance risks which may be harmful to the Bank.• I meet individual performance and quality targets and Key Performance Indicators (KPI’s)• I review account and telephone records on the Company’s collection and telephony systems• Comply fully with the Bank processes and procedures• Comply fully with the industry regulatory procedures directly relating to the Bank• I provide input into the quality and compliance scoring templates and processes.• I deliver reports and analysis of QA findings to support supervisors and managers in each department.• I proactively analyse data to provide insightful, clear analysis for use in each department.• I communicate the results of my analysis in a clear and illustrative way.• I develop new reports as required from relevant systems- Identify opportunities for new reports• I complete training with new staff and existing staff members on all systems and processes. I was chosen as my departments champion for the ‘Doing best what matters most’ initiative. This was a team put together to create and implement idea’s which would improve the quality of the day to day business processes of each department within the AMU