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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.

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.

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