Responsible for strategic client relationship management, managing client expectations, and developing client solutions. Interacted with multiple product groups and developed and coordinated projects among those groups on behalf of clients, ensuring product deliverables were met. Responsible for monthly management reporting, client billing set-up and ensure billing accurately meets contractual obligations including resource allocation. Established work priority and ensured work was completed within appropriate timelines. Proactively consulted with clients to develop options for client business solutions, recommending product offerings and providing cost benefit analysis. Developed strategic business planning with clients and DST and generated additional revenue. Developed relationships with outside vendors, as an advocate for clients, to integrate vendor products with DST products. Participated in negotiation of service level agreements and contracts while typically adhering to established standards. Demonstrated expertise in the knowledge of DST's products, services, and best business practices, and a mentor/sought out by less experienced associates within the group and across functional areas for product and client knowledge.

Provided oversight for multiple operations teams supplying shareholder recordkeeping, investor services, regulatory compliance, and e-Business solutions. Developed and implemented staffing plans, training programs, departmental policies and procedures, and strategic operations initiatives. Managed day to day operations with optimal efficiency by utilizing in-depth knowledge of mutual fund administration, company products, technology resources and applications.

Hired and supervised teams of up to 30 associates processing mutual fund transactions and handling inbound and outbound calls for clients. Managed day to day workflow, coached and developed associates on in-depth knowledge of SEC, IRS, and client regulations pertaining to mutual funds. Monitored quality outcomes and administered quality improvement initiatives to exceed client expectations and service level agreements.