• Directed the operations of a 32-person team to ensure that all financial and non-financial transactions were processed in accordance with client service level agreements (SLA), company policies, industry guidelines as well as client policies and procedures. Participated in oversight of other teams including Multi Client Services (MCS), Problem Resolution, Dealer Services, Processing and Quality Review.• Acted as the subject matter expert (SME) to assist with processing, call handling… Show more • Directed the operations of a 32-person team to ensure that all financial and non-financial transactions were processed in accordance with client service level agreements (SLA), company policies, industry guidelines as well as client policies and procedures. Participated in oversight of other teams including Multi Client Services (MCS), Problem Resolution, Dealer Services, Processing and Quality Review.• Acted as the subject matter expert (SME) to assist with processing, call handling, authorization of transactions; responded to sensitive and escalated inquiries from clients, shareholders, brokers/dealers, and global/remote associates that would impact both processing and quality review.• Implemented procedures to improve service levels, productivity and cost effectiveness of department operations; satisfied street quality target of 98% for financial transactions.• Travelled to Bangalore, India in June 2017 to train and coach associates in processing and quality review and coordinated projects such as Citrix monitoring, employee scheduling, and other special projects.• Managed performance and salary administration, and coached the team relative to the development of both technical and behavioural competencies; cross-trained team members to perform additional tasks. Show less

• Managed the day-to-day customer service delivery model for assigned clients by focusing on building and fostering positive client relationships as related to our service level agreements.• Executed all domestic trade instructions from standard to complex (high dollar) transactions, which includes steps of the processing lifecycle.• Managed multiple client inbound and outbound calls, emails, resolution to brokers pertaining to account and fund information, issue resolution regarding… Show more • Managed the day-to-day customer service delivery model for assigned clients by focusing on building and fostering positive client relationships as related to our service level agreements.• Executed all domestic trade instructions from standard to complex (high dollar) transactions, which includes steps of the processing lifecycle.• Managed multiple client inbound and outbound calls, emails, resolution to brokers pertaining to account and fund information, issue resolution regarding trade details, review and sign-off of reports.• Worked with management and clients to enhance reporting needs, reported on key service performance and quality metrics and analyzed data to ensure quality and accuracy of trades. • Interfaced with all levels of management, relationship managers, clients, dealers and representatives.• Monitored queues to ensure timely resolution of requests and that SLA’s were met; maintained 99%+ quality rating which exceeded expectation.• Generated and reviewed oversight reports for errors; provided resolutions in compliance with industry standards.• Supported special projects such as fund mergers, fund rollovers, and other operational processes. • Travelled to Bangalore, India in January 2014 to coach and act as support to associates engaged in processing and quality review for annual RRSP season. Show less

• Leading a team of ten, provided timely and effective support to senior management on complex, high profile projects, process enhancements and maintenance as well as support activities.• Improved and maintained the day-to-day support of financial systems, processes and technical solutions needed by the business users for financial reporting.• Prepared and developed metrics, forecasts, presentations and commentary summaries for regular reporting reviewed by senior management including… Show more • Leading a team of ten, provided timely and effective support to senior management on complex, high profile projects, process enhancements and maintenance as well as support activities.• Improved and maintained the day-to-day support of financial systems, processes and technical solutions needed by the business users for financial reporting.• Prepared and developed metrics, forecasts, presentations and commentary summaries for regular reporting reviewed by senior management including documentation.• Produced analysis of operation’s team performance metrics to support senior leadership in decision-making and provided findings and recommendations to management. Show less

Financial Reports | Reconciliation | General Ledger | Inventory | Audit | Budgeting | Cash Advances

Financial Statements | Reconciliation | Pricing | Client Records