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.

• 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.
• 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 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.
• 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.