Vice President, Manager
Oversaw a team of bank associates that supported several institutional trust accounts. Relationships were housed across two custodial platforms and team was responsible for all operational processes for product with billions of dollars in assets.• Built and retained client relationships by adhering to established policies and procedures and service level agreements.• Managed operations functions with high level of regulatory risk, monetary exposure (i.e. money movements, trading, deconversion) due to transactions size and daily production windows result. • Created a culture that promoted the identification of potential risk.• Oversaw engagement and retention metrics and regular reporting of stats. • Participated in projects that required coordination across functions and for setting up processes between lines of business.• Interacted with internal partners to plan, organize and ensure execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all clients.• Assisted in customer complaint handling and investigation of customer’s complaints in accordance with company quality policy. • Worked with various partners in the resolution of client issues that occurs within the business. • Embedded a quality control environment to help manage potential audit findings and exceptions.• Built a relationship with internal and external partners to help with the quality service for each relationship. • Successfully created PRC (Process Risk Control) to help manage high-risk processes.• Performed the monthly QA (Quality Assurance) review/approval of established processes and controls.• Provide direction for and oversee the internal auditing of applicable internal controls, processes, procedures and actual practices.
