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 with CIBC Mellon’s commitments, obligations, and client/market expectations. • 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 teams in developing action plans to resolve issues• 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

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 global investment managers. With responsibility for oversight of all aspects of the client experience with Northern Trust, I work with clients to identify and implement operational efficiencies and product opportunities.• 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• Coordinate client due diligence meetings with legal counsel, compliance and operational teams• Conduct periodic service reviews with the clients senior executive team• Collaborate with global relationship managers for multinational pension plans to ensure the servicing of the Canadian pension plan is consistent with that of other regions.• Liaise with clients and their actuarial consultants to ensure compliance with industry regulations and contribution monitoring requirements• Manage the correction of client escalations and develop preventative action plans with internal partners

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 delivery of clients assets into Northern Trust’s custody. Clients serviced were a combination of corporate, institutional companies and high net worth individuals. • 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• Interviewed and selected new employees, set objectives and conducted performance appraisals• 3 time Northern Trust Service Spirit Team Award Winner• Northern Trust Chairman’s Absolute Quality Award Winner 2011

• 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

• 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)