Rafiena Rahim Email & Phone Number

Toronto, Ontario, Canada

Developed a strong customer service culture focused on comprehending and meeting client needs. Implemented and upheld rigorous business operational controls and procedures to ensure the efficacy of operational and credit risk management protocols.* Strategically focusing on the client's needs.* Provide Direction and Monitor Performance Management.* Support.

Toronto, Canada Area

• Oversight of day-to-day operations as it relates to Client Management, Treasury, Cheque Clearing, Remittance, Trade Finance, Settlement, Reporting and Security related products and services. Operations Management
• Created an environment in which the team pursued effective and efficient functions of daily operations mandates, while adhering to business controls and deadlines.
• Formulated, reviewed and published weekly/monthly risk reports for delivery to auditors, internal stakeholders, and executive management.
• Deliberated, implemented and maintained effective business developments to protect book of business.Team Management
• Constructed a supportive and challenging high performance environment that attracted, retained, developed and motivated team members by fostering an inclusive work environment; communicate vision/values and managed.
• Maintained and developed banking relationships with existing and future banking partners, clients and internal partners.

Toronto, Canada Area

• Client Management
• Managed complex client relationships and expectations across multiple business teams: Accounting, Custody, Tax Services, Securities Valuations, Legal, Derivatives, Compliance and Risk Management
• Ensured commitments were achieved by developing fee strategies and negotiating fee proposals with clients to meet or exceed profit margin
• Led and expedited contract negotiations for various fund structures between legal counsel and clients.Client Integration & Onboarding
• Managed client relationships by driving efficiencies through implementation, process improvement and managing the client onboarding initiatives through execution of fund launches, KYC (Know Your Customer)/AML, product.
• Provided clients with a consistent and seamless experience of integrating clients’ business and technology into the organization operating model.

Toronto, Canada Area

• Custody Operations
• Accountable for the oversight of the day-to-day operations and all aspects of Custody functions for Canadian clients and delivering high value, high quality services to support profitability targets
• Coached and supported a team who provided oversight for daily service delivery to exceed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and overall client satisfaction.
• Served as escalation point on client inquiries and requests; coordinated services for fund/product start-up/conversions and worked with internal departments to ensure quality service delivery to clients.
• Cultivated and nurtured strong working relationships with senior client contacts to ensure their satisfaction.
• Ensured all policies/procedures were in line with internal/external guidelines and regulatory requirements.

Toronto, Canada Area

• Empowered a team of 12 Investor Relations officers with tools and strategies needed to cultivate positive partnerships with Investment Managers, Institutional clients and Hedge Fund Investors.
• Developed and implemented innovative service models for new fund structures/new instruments and sustainable business solutions for institutional clients and new prospects.
• Managed complex client relationships and expectations across multiple business teams: Accounting, Custody, Tax Services, Securities Valuations, Legal, Compliance and Risk Management.
• Provided oversight to existing/potential clients; led the conversion/start-up of new client relationships.
• Facilitated all aspects of on-boarding services and fund launches for clients in a timely manner.
• Generated Service Level Agreements with KPIs for existing and new clients to set expectation levels.

Toronto, Canada Area

• Managed a group of 12 Investment Associates, servicing 13-15 clients, ensuring flawless execution for monthly reports, daily queries and effectively communicating and addressing client concerns/needs to internal.
• Constructed and implemented projects in connection with the continuing expansion and evolution of the business by 20%.
• Responsible for meeting and exceeding processing, quality and call center service levels, staff Annual Performance Reviews and Client Satisfaction Survey.

RBC Investor Services

• Responsible for coaching and mentoring a team of 12 administrators to complete Recording Keep initiatives for over 60 Mutual Funds clients.
• Provided executive leadership for a new and transitioned business as the company migrated through a complex period of strategic and operational change.
• Decreased headcount expense by 25% through process improvement initiatives.

• Managed a team of 6 administrators for fund administration of all Global Custody Services and Client Service requests.
• Served as a senior contact for client escalations and provided subject matter expertise in order to assist in solution delivery.
• Achieved 2 highly prestigous awards for being most accomplished team for the quarter and year.

Major Accomplishments: Primary contact for 5 major Investment Managers for our strategic clients.Successfully maintained and administered Derivative loan portfolios with a net worth of over 500 million Euros.Supported staff with daily cash reconciliation to successfully meet their client’s deliverable at a 100% target.Prepared and distributed credit.

Major Accomplishments: Successfully managed 4 portfolio managers for clients who were in Collection and Bankruptcy status.Acted as primary contact for over 25, 000 customers who were enrolled in the credit counseling program.Audited over 12 law firms who were assigned litigation cases. Achieved a recovery rate of 80%, while other institutions rate was 60%.

Exercising Leadership: Foundational Principles

Finance And Accounting Management

Psychology And Sociology

Education record

Education record