Doug Abraham Email & Phone Number

Providence, Ri, Us

San Francisco, Ca, Us

• Led 40-person Digital Specialist team for First Republic Bank, delivering a highly-differentiated client experience by tailoring holistic solutions to meet client needs while providing white-glove service throughout the client journey• Developed holistic performance management framework aligned with company culture, values, and strategy, contributing to a 10%+ increase in team production and client engagement three years in a row• Implemented optimized incentive compensation plan to drive strategic outcomes and focus team output on high value activities, leading to a 10%+ increase in multiple onboarding KPIs while reducing monthly incentive pay by 35%• Designed integrated job architecture for 500+ employees as part of org-wide restructure, then led collaborative cross-functional discussions to build consensus and secure buy-in from stakeholders at all levels of the organization; consolidating 13 siloed teams into 3 scalable centers of excellence and reducing unique functional titles by 81%• Co-created and led webinar series to allay client anxiety and provide clear, practical information during the coronavirus pandemic, resulting in 25%+ increase in post-webinar attendee engagement levels• Built Voice of the Client reporting, generating actionable insights and opportunities to elevate the client experience through intensive listening tours and the comprehensive analysis of client feedback data across multiple sources• Drove client adoption of digital self-service capabilities through a targeted and highly-personalized training campaign, reducing manual request fulfillment by 90% while maintaining a 96% client satisfaction rating

London, Gb

• Managed 30-person Client Service team for the US Private Bank, delivering best-in-class service to a global client base while mitigating risk, minimizing losses, and ensuring operational & regulatory compliance• Led transformation of front office servicing operations to comply with HSBC's Deferred Prosecution Agreement with the U.S. Department of Justice; owned all aspects of the initiative including exhaustive protocol review, identification & reporting of non-compliance, process re-engineering, procedure revision & enhancement, and implementation of changes• Acted as primary escalation point for the Client Service and Relationship Management teams, resolving issues efficiently and effectively by leveraging a broad global network of support teams and operational partners• Developed strong cross-functional partnerships, enabling improved client experiences & streamlined procedures• Served as a key stakeholder and primary business representative for a variety of strategic firm-wide initiatives• Trained new team members, proactively identifying and developing individual employee strengths

London, Gb

• Delivered exceptional client experiences through personal white-glove support, fulfilling client requests with efficiency, accuracy, and a sense of urgency while ensuring operational and regulatory compliance• Assisted in developing profitable client relationships by identifying referral opportunities and exceeding client expectations, resulting in increased client loyalty and expanded wallet share

London, Gb

• Managed branch implementation of new operating platform, maintaining service excellence throughout conversion• Supervised the teller line, driving team performance & operational precision through exception review and coaching

London, Gb

• Processed and balanced an array of financial transactions daily, mastered all aspects of cash control operations