Jonathon Kavanagh Email & Phone Number

Vancouver, Bc, Ca

• Proactively communicate and collaborate with internal stakeholders and external vendors to analyze needs and assess change impacts. • Represent Aviso in advisor and wealth leader facing information sessions. • Collaborate with product owners, delivery teams, and subject matter experts to define the desired state and analyze tradeoffs. • Identify potential concerns or problems in advance, and act as an escalation and mediation point to resolve related issues.• Lead problem solving and discovery sessions with SMEs and business units to fully understand issues impacting their day-to-day operations.• Assist with the definition, and continuous improvement of standard operating procedures. • Make recommendations to improve overall effectiveness and efficiency of the business. Execute on those recommendations. • Identify and execute change management communication, ensuring that our internal and external clients are kept informed and are prepared for changes.

Vancouver, Canada Area

• Continual evaluation of policies & processes required by the Service Centre to support advisors and client inquiries. Liaising with internal teams to improve current processes and continually ensure we are driving positive changes. • Ensuring documentation of policies & procedures is sufficient for our partners/client inquiries and that internal teams are using the resources consistently. Documenting the reasons why certain processes are the way they are to ensure meaningful explanations to our partners/clients and to find process improvements.• Primary Service Centre resource to align policies & procedures across integration projects. Participating in multiple workstreams; assisting with process design, workflow testing and internal/external change management. • Design, creation, and continued maintenance of the ICE Phone System IVR’s for CU Wealth, Online & Asset Management business lines. • Day-to-day supervision of Issue Resolution Team staff through active management of assignments, scheduling of responsibilities, daily check-ins, monitoring of service levels, quality reviews, reporting on Service Levels, handling of escalated issues.• Hiring, regular formal performance assessments; coaching, execution of performance improvement plans or recognizing successes and strengths; analysis and forecasting of required staff levels etc.

Vancouver, Canada Area

This position is responsible for supervising the activities of the Partner & Client Care Inbound Team. The priority is to ensure the achievement of service level targets and the delivery of an exceptional service experience for Credential’s partners and clients. • Hiring, regular formal performance assessments; where applicable, coaching, execution of performance improvement plans or recognizing successes and strengths; analysis and forecasting of required staff levels.• Day-to-day supervision of Inbound Team staff through active management of agent-queue assignments, scheduling of responsibilities, daily check-ins, monitoring of real-time service levels, call reviews, reporting on Service Levels, handling of escalated issues etc.• Develop staff knowledge, proficiency and customer service skills within the department; coach staff with difficult customer service issues; identify learning needs and coordinate training and development programs to maintain skill levels and enhance growth.• Leadership of the team and department through effective motivation and engagement of staff; exemplifying our corporate values (Partnership, Innovation & Community); proactive analysis of the changing demands on the team and how to meet those demands; thought leadership on customer service strategies; subject matter expertise on phone system• Through self-initiative or through assignment, own and deliver impactful changes that will allow the team to continually improve in their ability to provide an exceptional service experience to Credential’s partners and clients. Will be responsible for achievement of project objectives, planned outcomes and adherence to deadlines.

Handle general telephone and email inquiries on all transaction & processing activities· Be conversant on all Credential mutual funds, securities and insurance platforms, products, services, policies, procedures and systems.· Receive and review requests for account adjustments relating to Credential mutual funds, securities and insurance platforms and communicate with representatives to obtain complete documentation.· Assist credit union representatives by analyzing their needs and determining solutions.· Resolve concerns with customer accounts, forwarding complaints and errors to the appropriate department in a timely fashion.· Assist in projects and follow ups with our Credit Union representatives, fund companies and outside institutions.· Recommend improvements to service quality where applicable; actively seek areas for improvement and the level of service provided to credit unions and investors.

Vancouver, Canada Area

• Received/Delivered stock, warrant & option certificates to client accounts.• Performed due diligence on securities to ensure exemptions may be used to clear trade restrictions.• Processed account transfers to/from other financial institutions.• Processed the removal & administration of trade restrictions.• Provided support to project manager on internal business projects.• Reconciled daily/monthly holdings logs to ensure accuracy of positions.• Performed ad-Hoc tasks as required for clients, investment advisors & management.

Bachelor'S Degree, Business

Activities and Societies: DCU Hurling Team

Canadian Securities Course

Leaving Certificate, English, Irish, Maths, Business, French, Biology, History

Activities and Societies: Soccer Team Gaeilic Football Team Year Head / Class Captain