Key Account Director for Computershare Loan Services (CLS) since 2022, built strong working relationships within the organization at all levels (including C-level). Gained extensive knowledge of the mortgage industry and internal systems and processes.Developed and owned a Key Account Plan for strategic efforts and supporting tactical initiatives which served to capture, communicate, and manage all aspects of the account.Lead cross functional resource teams to design and deliver communication transformation initiatives, such as Welcome letter re-design and e-communications, to help drive down borrower calls.Participated in client iteration calls, providing insight and best practices to help deliver client and company benefits via communication solutions.

Primary Project Manager for Loan Services book of business since 2012, built strong working relationships within the organization at all levels (including C-level). Gained extensive knowledge of the mortgage industry and client internal systems and processes.Liaison between clients, solutions, and development team to identify data elements and requirements for projects.Used advanced knowledge and innovation to customize client solutions to interface between clients and Internal systems for all client accounts which included being a negotiator for solution results.Participated in brainstorming/workshop sessions both internally and with clients to develop solutions to either solve problems or to push the business forward.Developed training and documentation for use internally for client projects; coordinated/documented meetings; produced status updates; and monitored overall project timelines and hours.Identified potential project risks; documented scope and change requests; and defined data elements to capture in systems for interfaces, changes, and communication efforts. Mediated between clients and Development to maintain open channels of communication for requirements, specifications, and tool capabilities for each project.Designed test plans for implemented solutions and coordinated efforts with internal QA and client teams.Pull together monthly billing reports, project and contract statistic where required.

Responsible for the preparation of all billing and monthly accrual calculations, reviewed all output for accuracy and ensured that all targeted timeframes and established billing deadlines were met.Managed a team of six employees across two locations, developed team goals, conducted performance appraisals, and managed workflow to ensure all deadlines were met.Participated in monthly Senior Management Team Meetings and participated in strategy and performance meetings with Company Global Head.Instrumental in the implementation of the two new billing systemsBecame a product SME Participated in Lean Six Sigma Yellow Belt Training

Responsible for establishing and training a US Client Services Team, which grew to include six Account Executives. Assisted with the training of the Inventory Manager and the Scheduler. Other duties included acting as a mentor to the current team and developing a process that was to mirror the UK operation.Developed Commercial Account Management Team and Managed the relationships with commercial clients, ensuring clients expectations are met, conducting regular review meetings to review current and future projects. Reviewing monthly invoices and working closely with the Sales Team to help grow the business.

Managed the outsourcing of large complex print jobs to external vendors, built a small network of approved vendors, established working practices and procedures that mirrored our internal standards.Obtained quotes and ensured pricing was within budget.Facilitated the delivery and testing of materials and traveled to be onsite and oversee job at vendor facility.Monitored and procured stock, ensured that stock procured met with APACS requirements. Dealt with stock shortages and issues.

Managing the end-to-end process for printing and mailing of dividend payments. As the business started to grow the jobs became more varied and complex, including proxy mailings, stock splits and IPO’s.Conducted training for new employee’s

Responsible for the processing of dividend/interest payments, ensuring calculations were correct and that record date capital agreed, and companies knew how much funding had to be provided.Duties included consulting with Investor Relations Managers, Relationship Managers, and the London Stock Exchange, regarding the payment of dividends, designing and ordering dividend stationery.