Kalpesh Mistry Email and Phone Number

•Identify re-engineering initiatives to improve the customer journey, reduce operating expenses and build efficiencies within American Express Travel and Lifestyle International Markets•Collaborate and strategize with Sponsors, Finance and Management to plan and prioritize re-engineering initiatives and identify success measures, focusing on Canada and Latin American Region•Re-design business processes end to end by leveraging and analyzing data to achieve better results, focusing on process optimization, demand deposition and process efficiency through automation and digitalization •Communicate and reinforce standard business process concepts and methodologies with front facing and back office teams•Establish and maintain relationships with key business units internally and externally•Complete cost benefit analysis and various project documentations throughout the project lifecycle•Monitor Key Performance Indicators (KPI) to measures success •Exposure to a variety of initiatives such as reengineering Travel and Lifestyle booking processes made over the phone and online platforms, loyalty point redemption process, loyalty points burn, implementations of email and chat servicing platforms. System/capabilities changes and change management, regulations i.e. TICO and CASL, offshoring

•Involved in complex problem/project assessments•Complete detailed business requirement documentation for various project initiatives •Evaluate existing, documented and execute new business processes and requirements•Perform detailed workflow analysis •Recommend interim and permanent solutions, providing complete and thorough supporting documentation•Facilitate, organize and manage meetings and fact finding sessions, including formal capture and verifications of actions, decisions and issues•Participate in weekly strategy meetings with various business stakeholders•Complete end to end project documentation using the CIBC Mellon PATHS methodology •Manage multiple projects, ensuring aggressive deadlines are achieved•Coordinate user accepting testing and regression testing for various projects•Experience in the following types of projects; system migrations, process reengineering, process off-shoring

•Selected to travel to Pune, India to transition the Pooled Funds processes, complete orientation and training to new employees, assist and hand over the Pooled Funds processing and reconciliation responsibilities to the offshore staff at the Pune CIBC Mellon office•Created and updated operational training manuals•Created feasibility assessment for redesigning the Pooled Funds processing, trade execution and reconciliation workflows for the Pooled Funds Offshore Initiative Project•Coordinated the Pooled Funds Offshore Initiative Project and became the lead business analysis on this project venture•Assisted the Project Manager in identifying tasks, timelines, resources and budgeting for the Pooled Funds Offshore Initiative Project•Liaised with the Pooled Funds Supervisors and Managers in order to create the offshore job descriptions, migration and training plans•Responsible for providing daily updates to onshore and offshore Executive Sponsors and working groups•Responsible for project closure and final transition documentation

•Managed a team of approximately 10 people•Conducted team meetings regarding daily logistics, delegation of tasks, ensuring team objectives were identified and completed•Provided first line support for escalated internal and external inquires •Analyzed Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) to evaluate and monitor trends and performances•Conducted trending and root cause analyses to consistently improve data quality, business operations and to avoid repetition of incidents•Contributed to the improvement of the daily workflows in accordance with stakeholder recommendations•Responsible for reviewing and updating daily procedures to better respond to the changing business requirements within the Pooled Funds department•Facilitated interactive workshops and job shadowing session for internal and external Clients•Responsible for the group’s overall quality assurance, analyzed and examined hedge fund documents and investor accounts ensuring that trades were accurately completed by team members•Assigned as coordinator and Subject Matter Expert (SME) for the Audit Request Team ensuring that audit requests were documented, completed and approved

•Responsible for authorizing client trade instructions with Investment Managers ensuring instructions are executed accurately and within the Investment Managers deadlines •Built and maintained relationships with over 120 Investment Managers•Researched and investigated trade discrepancies/issues and provided timely solutions to Investment Managers and Internal Clients•Reconciled documentation ensuring that all transactions were properly reflected in the trading systems and that all discrepancies were identified and resolved by front office staff•Responsible for processing subscriptions, redemptions, transfers and switches for Pooled and Mutual Funds activity•Promoted to Team Leader Client Advisor Service Group for Pooled Funds in June 2008