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 mutual funds and ETFs.* Drove the establishment of a governance model for Client Service Excellence, and product governance in custody and fund administration.

• 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 surveys. Added three new relationships per year.

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, including the CSSF regulatory body. Grew assets under custody from $14B in 1998 to $87B in 2001.

• 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 new and existing clients in the region.

• 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 – Securities Business Redesign (1988-1989)• 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 33%. Senior Manager – Mutual Fund Accounting (1986-1988)• Managed Fund Accounting unit ultimately selling the group to 440 Financial Group and winding down the remaining business.