Jale Wright Email & Phone Number

Toronto, Canada Area

• Subject matter expert in regulatory/legal/tax compliance legislation related to the mutual fund industry.
• Research requirements, prepare SDLC documents and assist in the design of new functionality for the iFAST related products to ensure the products satisfy the legal, regulatory and client requirements.
• New functionality is designed with a focus on usability, industry standards and best practice.
• Lead business design walkthrough with developers and testing analysts.
• Perform product management testing to ensure product quality is maintained.
• Contribute to the implementation of new products.

• Oversee service delivery within the Trade Settlements, Transaction Support and Segregated Funds supporting TD Mutual Funds, TD Waterhouse and TD Waterhouse Insurance Services Inc.
• Participate effectively as a member of the management team by contributing knowledge and/or skills to group decision-making processes and initiatives.
• Champion change by leading communication/ presentation efforts to keep stakeholders/partners informed and up-to-date on initiatives, new policies, and changes
• Serve as a results-oriented resource and escalation contact, ensuring delivery of our service promise
• Create a customer centric approach for all customer and partner interactions in developing solutions with the team.

• Managed client relationships providing primary day-to-day support for internal/external client management issues
• Accountable for customer satisfaction - researches and analyses client-related issues and escalates them across the organization in order to facilitate resolution
• Identified opportunities and made recommendations to enhance client experience
• Prioritized client issues in projects, system escalations and ticket management processes.
• Managed daily service delivery ensuring daily SLAs are met and/or exceeded
• Coordinated issue resolution with Legal and Compliance departments to minimize business risks

• Provided workflow management, technical guidance and expertise to 15 staff on mutual fund products, policies and procedures
• Helped establish Specialized Products Team handling RIF, LIF, LRIF, LIRA and RESP accounts, Estates, Escrows and Dealer Maintenance Services; assisted in establishing team processes and procedures and team members’.
• Communicated regularly with dealer head offices, advisors, their assistants and key contacts in distribution channels to resolve any outstanding trade issues directly or via Corporate Relationship Managers.
• Documented existing and new policies on Fidelity Intranet pages dedicated to internal employee education
• Provided policy and procedure guidance to external and internal clients including dealer head offices, advisors and their assistants on Fidelity Investments policy and procedures
• Measured staff performance by establishing performance objectives, assessing their progress and conducting performance reviews

High School

Education record