Deborah Brennan Email & Phone Number

Wakefield, Massachusetts, United States

Merrimack, NH

• Responsible for managing daily operations and providing exceptional client service for several defined benefit clients. Key player in promoting a positive environment that encourages superior performance and exceeding.
• Monitor volumes and inventory of work to ensure teams are meeting performance and business goals and improve process efficiency resulting in a reduction to the overall cost per participant
• Process and risk management with emphasis on metrics and process improvements, problem solving and implementing solutions
• Act as liaison with client service and operations teams, communicating effectively to ensure exceptional customer and participant customer service
• Mentor and direct team members to achieve personal career and developmental goals within the position

• Responsible for ensuring the delivery of high quality client service and improved client retention for several top 20 client relationships including: trust banks, charitable organizations, high-net worth clients and.
• Managed client service teams providing custody and accounting and outsourcing services
• Ensured delivery of high quality client service through active involvement in managing daily operations and serving as liaison with internal and external groups and key escalation contact
• Significantly improved the relationship with an at-risk client by delivering superior client service resulting in a successful fee contract re-negotiation with significant increase to revenue
• Created and presented monthly report cards and key performance indicator (KPI) reports; contributed with relationship management in developing strategy plans for client retention and growth.
• Provided testing support and project management for technology enhancements and client related initiatives

Greater Boston Area

• (Investors Bank & Trust was acquired by State Street Bank & Trust Company July 2007)Managed daily operations and client service team that supported a large trust company client and several registered investment.
• Managed, mentored and developed a team of trust specialists in conjunction with allocating workflow appropriately.
• Participated in the successful client conversion of a large trust bank outsource client
• Ensured delivery of high quality client service through active involvement in managing daily custody operations
• Worked with Sales and Marketing departments on new business opportunities and participate in client presentations and demonstrations.
• Structured and implemented processes to optimize workflow and improve the quality and effectiveness of the operations

Greater Boston Area

• Responsible for daily management of client service administration and performing back office operations for several top tier Registered Investment Advisors.
• Managed, mentored and developed 7 trust specialists in conjunction with allocating workflow appropriately.
• Oversaw daily client operations including cash and trade processing/settlement, new and closed account processing and maintenance, fee processing and billing and worked closely with internal operation teams to ensure.
• Monitored daily reconciliation breaks, account overdrafts and risk exposure items.
• Performed on-site client visits conducting monthly/quarterly service reviews.
• Planned annual goals and execution plans and introduced new services to increase division revenue.

Greater Boston Area

• Managed several operational teams responsible for custody operations and pension plan distributions/tax processing.
• Supervised, mentored, trained and developed staff in conjunction with allocating workflow appropriately.
• Managed daily custody operations including trade and cash settlement and reconciliation
• Managed benefit distributions for pension benefit recipients.
• Monitored tax processing and year end reporting
• Served as primary contact and internal liaison with other departments and client service teams.

Greater Boston Area

• Responsible for Trade and Cash processing/settlement