Robert Byrne Email & Phone Number

Boston, Massachusetts, United States

Manage Santander Investment Direct, phone based Financial Advisors, supporting 10K+ clients and $175M AUM. Manage service teams responsible for supporting Northeast and Miami business lines including; Financial Advisor support, on-boarding clients, trading, cashiering, and transfers. Improved Net Promoter Scores by 14% year over year. Increased electronic delivery of client communications from 15% - 31%. Manage vendor relationship to ensure client communications are delivered timely and accurately. Played a key role in converting our clearing business from Pershing to NFS, Coordinated notification and conversion of 95,000+ clients with $10.6B AUM.

Assisted Divisional Sales Manager in the supervision, coaching, and management of 7 Regional Sales Managers and 145 Financial Advisors. Led sales training and supervision of 150 Licensed Relationship Bankers. Created and delivered enterprise-wide sales presentations to Licensed Bankers. Participated in multiple working groups in the broker dealer as well as the larger enterprise to support key initiatives and projects. Provided Financial Advisors with best practices and Just-In-Time training.

Greater Boston Area

Created a culture of service excellence to sales force and end clients through direct oversight of all operationalfunctions and vendor management. Collaborated with a management team of five to develop and implement plans for the operational infrastructure of systems, processes, and products. Led initiative to capture $3B assets held away directly after converting from LPL to Pershing. Led Operations and Technology teams consisting of three direct reports, to strengthen internal process and infrastructure to support rapid growth. Engaged and empowered teams to make decisions, which improved customer service. Collaborated with sales team to develop and nurture client relationships.

Norwood, Ma

Directed and coordinated initiatives to increase efficiency and reduce processing errors. Collaborated with internal departments and outside vendors to ensure new products and services met business needs. Developed and facilitated approximately 10 product training sessions for sales team. Created and published sales and operations scorecards. Developed team members through training, coaching, one on one meetings, and individual development plans aligned with corporate goals. Received Good Citizenship Award for outstanding contributions to the firm in 2011 and 2012.

Greater Boston Area

Day to day Management Securities Trading Operations Group

Greater Boston Area

Led home office teams including Operations, Call Center, and Commission Processing. Created and Delivered product and service presentations for national sales conferences and agency visits.

Greater Boston Area

Created and maintained professional, senior level relationships with Correspondent Clearing clients in an assigned segment. Managed team of Client Service Managers responsible for establishing and nurturing over 40 institutional client relationships representing more than $30B in AUM. Conveyed the service story and shared our differentiated service offering at client strategic events. Participated in the development of a training program to ensure Client Service Managers were delivering service excellence and exceeding the needs of our clients. Analyzed all aspects of problem resolution to improve overall customer satisfaction.