James R. Kent Email & Phone Number

Greater Boston Area

* Led a team of senior client service account managers to deliver first in class service to a stable of industry leading asset management clients.* Worked with team and internal stakeholders to increase client satisfaction ratings from 60% dissatisfied to 90% very satisfied.* Represent client service in the sales process targeting investment managers with.

• Directed a team of Relationship Managers to achieve Relationship Excellence with a stable of the firm’s largest clients in the Investor Services Complex for the America’s region.
• Responsible for ensuring client retention, satisfaction, and reference-ability.
• Never lost a client relationship due to service and expanded product penetration by an average of 2.5 products per relationship per year.
• Client satisfaction unparalleled according to industry surveys and client report cards.

• Hired the Exchange Traded Fund (ETF) team and oversaw the development of BBH’s ETF product offering including product development, client service, relationship management, and sales.
• Grew business to 14 clients including relationships with two of the top five asset management firms globally.
• ETF product acknowledged as Best in Class.

• Responsible for developing a sales discipline within the Investor Services business line on a global basis.
• Adopted Miller Heiman sales techniques for 66 global relationship management/sales managers and instituted detailed reporting to track progress.
• Increased sales from $32M to over $100M per annum.

• Led the servicing, relationship management, and sales teams for the Asset Managers segment of the Investor Services Division in North America. Reduced expenses by 12% while gaining top satisfaction scores from client.

Luxembourg

• Overall responsibility for Luxembourg entity in terms of profitability, risk management, operations, systems, client service, relationship management, and sales. Primary face of the organization to the market.

• Led the relationship management team for the firm’s largest clients in the Investor Services business line covering asset manager relationships in North America. Primarily responsible for new business development from.

• Managed the firms two largest clients along with five small to mid-size clients while also responsible for new business development.

• Senior Administrative Officer – Institutional Custody (1989-1991)
• Oversaw four Relationship Managers and 22 Client Service Managers in delivering custody services and solutions to an instutional client base made up of pension plans and insurance companies.Internal Consultant –.
• Worked on a team in concert with Coopers & Lybrand to merge five security services businesses from six locations to a suburban location utilizing Just-in-Time (JIT) methodology. Effort resulted in headcount savings of.
• Managed Fund Accounting unit ultimately selling the group to 440 Financial Group and winding down the remaining business.