Rob Lancaster Email & Phone Number

Hamilton, ON, CA

Toronto, Ontario, Canada

• A primary contact for CIBC Mellon's Institutional Pension clients, I am responsible for the oversight of service delivery for large/complex clients ensuring overall service quality and client satisfaction in accordance.
• Account Planning - acting as the voice of the client, responsible for sharing and documenting client concerns with all applicable stakeholders within the organization, as well as collaborating with service delivery.
• Makes critical decisions about servicing, and highlights opportunities for improvement and recommends enhancements to the operating model
• Service Management
• Business Growth and Profitability - analyzes service related data to obtain broad insights into service performance and identifies opportunities for cross-sells and service enhancements
• Partners with the Relationship Executive and Executive Directors in designing and proposing solutions to facilitate new business development efforts

Toronto, Canada

• As the primary contact for Northern Trust’s Pension, Trustee and Institutional Asset Management clients, I manage senior relationships for defined-benefit public and private sector pension issuers, foundations and.
• Manages senior relationships for complex institutional trust and custody clients
• Participate in the RFP process with prospective clients
• Assist with the coordination of onboarding activity for new clients and clients transitioning from other custodians
• Promotes organic growth with existing clients
• Negotiates and monitors fee and service level agreements with new and existing clients

Canary Wharf, London, UK

• As the Manager of Northern Trust’s Transition New Business Team in London I oversaw and provided leadership to a global custody operations team. Having responsibility for the oversight of the physical transfer and.
• Led the team that successfully transitioned $17Bn of assets under management in the first quarter of 2103
• Acted as main point of contact for both internal partners, clients and external counterparties
• Mitigated risk to both Northern Trust and its clients by actively managing, verifying processed transactions and ensuring daily deliverables met
• Led risk review on accounts for independent and external audits
• Developed best practice procedures

• Provision of an efficient registration, distribution and dealing service for Institutional Pension clients
• Maintenance of client investor registers
• Postal/Telephone dealing
• Daily compliance with statutory and regulatory requirements
• Team management including appraisals, objective setting and recruitment

London, United Kingdom

• Retail Fund Services Technical Support – Deputy Manager (2003-2004)
• RFA Settlements Department – Deputy Manager (1999-2003)
• User Acceptance Testing Administrator (1998-1999)
• Invesco CSU Administrator (1997-1998)

Ba Hons, Business Administration And Management, General

Education record