Candice Walker Email & Phone Number

Everett, Ma

Player/coach role responsible for the service relationship oversight of one of the company’s premier Financial Institution clients as well as lead a team of Service Directors responsible for over 30 clients with over $900 billion in Assets Under Management (AUM). Client responsibilities include:• Monitor and improve enterprise wide client experience; provide a senior level point of focus to clients and internal stakeholders for service quality and product performance matters; develop and drive an efficient, effective and streamlined service for the client.• Develop and implement policies to ensure client satisfaction and lead key client service initiatives; maintain familiarity with industry best practices and seek opportunities to implement as appropriate.• Partner with the commercial relationship management team, product management team, service director and client service delivery colleages to develop and drive strategic plans for enhancing service model and client experience.• Resolve complex issues or inquiries from senior-level and key client individuals as needed and maintain relationships with senior business leaders to report client trends and needs.• Set strategic priorities on initiatives designed to improve the client experience as well as determine needed improvements through review and analysis of issues reported.Managerial duties include:• Recruit, direct, motivate and develop staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.• Responsible for the achievement of area goals and objectives, talent management and supervision of team members.

Everett, Ma

Chief Administrative Officer (CAO) responsibilities for senior level administration and coordination of initiatives and projects across the Global Financial Institutions (GFI) client business segment. Provided support for a team of Relationship Executives and Service Directors dealing with division and company- wide initiatives.• Represented the GFI management team in meetings, steering committees, working groups, and task forces. Documented discussions and action plans as well as provided general business guidance and direction across the Asset Servicing division. • Assisted with strategic planning for the group including financials, headcount management, new business, and reporting. Communicated policies, procedures and general updates to the group. Assisted with Risk & Control analysis and improvement. • Supported client impacting events and external communications. Led and/or assisted several regulatory and transformation projects and initiatives.

• Managed and developed a dedicated staff of 8 Client Service Officers and Assistant Client Service Officers with oversight of 20 Mutual Fund Custody Clients with over $267 billion in Assets Under Custody (AUC). • Provided supervisory, guidance and support on all Legal/Compliance, Risk Management responsibilities as well as the execution of Best Practices for the Client Service team. Acted as a senior resource for escalation of all client service issues. • Responsible for all aspects of human resource management, including performance management and succession planning. • Active member of various projects and committess that were instrumental in the successful integration of Busineess Practices and Polices and Procedures during the Bank of New York/Mellon Financial merger while continuing to maintaining high levels of client satisfaction.

• Maintained and controlled the profitability of a $19 million dollar revenue line for over 9 different mutual fund clients. Forecasted revenue, expense and profitability as well as developed short and long term growth plans for clients’ new and existing business. • Collaborated with the sales and marketing teams to win new business.• On-boarded new business wins which included contract negotiation, Business Acceptance and Fee Committee approvals and Know Your Customer (KYC) reviews.

• Managed a team of three Account Managers and underlyng staff of 15 + employees responsible for the day-to-day custodial operations for large Mutual Fund custody clients complex. • Managed client relationships and custodial accounting of domestic and global assets for over $15 billion AUC. Acted as the main liaison between the client and all internal/external parties. • Serve as a senior operations representative during client presentations, Request for Proposals (RFP) and on-boarding of new business wins.

• Managed the daily workflow, training and development of a staff of seven Account Administrators and two Account Supervisors.• Oversaw the reporting process; ensured that daily, weekly and monthly reports, including management reports, audit confirmations and custody billing invoices, were prepared accurately and delivered timely. Developed, tested and implemented upgrades for electronic data transmissions.• Performed cash management and trade processing for global and domestic institutional trusts and mutual fund clients. Served as a liaison between the the Client Service team, clients and investment managers.