Managed a team of 15 client service professionals responsible for all middle and back office support to six key wealth management advisors totaling $18 billion in assets under custody. Served as the key escalation contact in resolving operational issues for the clients. Partnered with cross-functional teams to create an effective and efficient working environment with a focus on service excellence, on-time project delivery, and cost management.• Maintained a comprehensive risk management environment to ensure compliance with applicable regulations and laws, as well as internal procedures and controls. Identified and escalated potential risk issues and developed action plans for prevention of reoccurrence. • Created strategic relationship plans in order to understand each client’s strategy, goals, business drivers, challenges, and needs. Aligned client’s needs with State Street’s products and solutions.

Directed the development and operation of Account Opening, Cash Operations, and Trade Capture business units as part of a division-wide business transformation. Managed operational risk through best practice, reduction in manual and unique processes, and increased staff knowledge. Identified areas of improvement and implemented automation to reduce cost and improve efficiency. Enhanced existing controls to reduce risk.• Implemented quality controls to the account opening process resulting in a 65% reduction of manual errors.• Automated the incoming wire process resulting in an annual cost savings of $25K, as well as a 70% reduction in man hours required to perform task. • Significantly reduced costs and increased scalability by outsourcing 70% of cash operations functions to a third party vendor.

Assumed leadership of several client service teams dedicated to the servicing of global custody needs for wealth managers, Family Offices, and small to mid-sized institutional clients. Ensured the delivery of high quality client service by serving as the client's advocate and proactively identifying their business needs. • Successfully led the business unit through a nine month accounting system conversion following State Street’s acquisition of Investors Bank & Trust. Provided leadership and support to clients and staff throughout the conversion maintaining consistency in service levels. • Established post-conversion procedures and best practices for implementation within the business unit. Conducted training sessions to assimilate new procedures into practice.• Reduced trade processing errors by partnering with several key clients to build automated trade files.

Managed multiple client teams servicing all areas of wealth management and institutional products. Conducted onsite visits with clients to review service levels and business needs. Identified revenue opportunities among existing clients, as well as outside the bank, and worked with the sales group in the effort to renew existing client contracts and close new business. Collaborated with sales and marketing team on new business proposals and often participated in presentations to prospective clients as a subject matter expert on products and services.

Managed a team of 12 associates supporting all functions of domestic and international investment operations. Maintained portfolio accounting system data, processed trade confirmations, reconciled monthly custodial bank statements, and produced client accounting and investment reports. Provided full support to portfolio managers.• Increased efficiency and accuracy in the broker trade affirmation process by implementing an automated trade matching system.• Improved the monthly bank reconciliation process by implementing an automated reconciliation system.• Implemented an online proxy voting system in order to streamline the voting process.

Managed a team of operations associates supporting international and domestic portfolio managers. Performed middle and back office functions including maintenance of the portfolio accounting system, trade and foreign exchange processing, monthly bank reconciliations, cash forecasting, and client reporting.