-Built a strong client centric, engaged team who consistently delivers a high level of service; this included hiring, training, developing and mentoring every member of the current team-Created and maintains an environment which enables team members to speak freely, seek opportunities, and have the drive to do their individual best and deliver an excellent level of service to internal and external clients-Responsible for ensuring clients are delighted with the onboarding process for Australian Unit Trust (AUT), Collective Investment Trust (CIT), separate, subadvised and Undertakings for the Collective Investment in Transferable Securities (UCITS) clients-Developed processes for onboarding new vehicle type clients; was a key member of the working group launching both vehicles, AUT and UCITS-Team created efficiencies which enabled business growth and scalability; over the last 7 years the business growth has exceeded 200% with the headcount growing 100%-Serves/served on multiple working groups regarding product development, launching new vehicles, changing the CIT underlying investments, developing models for client onboarding, member of Investment Company Institute (ICI) committees, etc.-Created materials for new employees to assist in onboarding into American Century Investment Operations; this document has been leveraged by multiple other managers to onboard new employees-Serving as the Global Communications Lead for the Accelerate Business Resource Group (BRG)

-Oversaw a team of Financial Reporting managers whose primary function was to produce Statement of Investments for State Street’s third largest client and State Street Kansas City’s largest client-Served as the main client contact for the Statement of Investment book; researched and developed the format to reflect new security types, negotiated with client, responsible for presenting at quarterly meetings, etc.-Allocated and coordinated resources related to the division resource sharing initiative; also coordinated assistance from other Fund Administration Financial Reporting locations-Assessed operational effectiveness, developed and implemented strategies to create efficiencies and reduce errors-Developed training materials as well as training programs based on departmental needs as well as cross-training with the client’s State Street accounting team-Developed and implemented plan for transitioning tasks to global resources as well as developed global resource oversight model

-Oversaw a team of Client Service managers whose primary function was to deliver a high level of client service while minimizing errors, processing client directed cash activity, and producing monthly accounting valuations for middle market public pension plans -Responsible for client satisfaction, client retention, obtaining client referrals, and presenting at client and potential client meetings for middle market public pension funds -Recognized potential revenue opportunities within clients’ business and pursue as sales opportunities; periodically re-evaluated services delivered to clients to ensure that they meet current client requirements as well as identify cross-selling opportunities-Acted as clients’ single point of contact for all State Street business areas; handled all client inquiries, interacting with other departments as required to provide the client proper response/solution-Reviewed and analyzed procedures and processes within the department; identified and implemented ways to increase efficiencies, reduce expenses, and monitor employee performance ---Developed training materials as well as training programs based on current departmental needs; facilitate classroom training of these programs-Was award a division-wide award for preventing fraudulent client activity