Manage customer service activities and SLAs by ensuring timely processing of mandatory events •Manage the day to day activities and workflow for processing team. Maintain accurate records of statistics to measure departmental productivity•Lead, coach and develop employees. •Create an open, honest, diverse and supportive work environment. •Promote a positive work environment which encourages customer service, quality, cost-effectiveness, productivity, innovation & teamwork and ensure timely communication of issues/points of interest that are relevant to your team. •Ensure a streamlined and cost-effective operation, with manageable risk, by reviewing existing processes and recommending process improvements on a regular basis.

•Manage a team of 12 employees with responsibilities including semi-annual review of personal performance and annual goal setting• In conjunction with business partners (Segment Management, Client Service) determine future state requirements for Client Reporting based on client needs•Empower staff through effective coaching so that they have the tools and resources necessary to perform their daily tasks and create efficiencies •Manage the development of the team to ensure ongoing career development and succession planning is in place for all key positions.

•Manage a team of client service representatives and analysts to ensure clients receive high quality service relating to securities trading activities (trading, settlement, lending, physical securities, proxies, corporate actions and income)•Manage a service strategy that supports client needs by aligning staffing against service needs•Train and coach 11 client service representatives, ensuring they had the necessary tools to develop, grow and succeed•Administer a client call program to review client satisfaction. Review service standards to ensure they are competitive and consistent with client expectation•Attend client service reviews and assist with Clients’ Request for Proposals•Administer a client call program to review client satisfaction. Review service standards to ensure they are competitive and consistent with client expectation•Update trades on settlement system•Liaise with depositories, brokers and clients to ensure all trades are settled on a timely basis