Serge Valente Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

The Service Director is responsible for day-to-day service delivery for large/complex clients within their assigned client group to ensure overall service quality, client satisfaction and a consistent client experience. As the key service contact for the client, the Service Director oversees daily operational and system service delivery, resolves complex service issues and ensures appropriate governance and controls. This position also partners with the Business Executive (where applicable) and the Relationship Executive to identify and support opportunities to ensure excellent service delivery across the assigned client base.

Toronto, Ontario, Canada

Assistant Vice President, four new service management roles for four years:Client Relationship Management (2016); Client Onboarding Management (2015); Client Services Management (2013/14); Client Relations Management (2012)• Responsible for initiating new business development, onboarding of new and existing business, and overall client service for 34 global institutional client accounts (Asset managers, Trust, Hedge funds, Insurance and Investment corporations), holding over $30 Billion in assets under management, resulting in new business leads, growth in sales and vast improvements in client satisfaction, while managing new governance models and Dodd Frank regulation.• Led strategic model design and launch of new client services and onboarding business models, through innovative structuring of daily workflow, introduction of robotic process automation and digitization, and client-focused training, resulting in 100% client retention, elimination of multiple operational risks and elimination of overtime. • Winner of National Award “One Team, One Focus" (March 2015) by achieving superior client business partnership to exceed expectations, and "Super Service Award" (May 2015) by leading successful client initiatives across business lines.• Optimized client profitability by 20% by developing new client lifecycle models; reduced past-due client billings by 98% within 10 months; and re-engineered client service and client onboarding models for 30% improvements in client issue resolution, improved client deliverable timelines (SLA) and client satisfaction ratings. • 100% success in client regulatory adherence (KYC/AML, CDD, EDD) and internal business governance approvals, which incorporated risk, legal, compliance and shared service approvals.• Lead robotic process automation effort by developing process efficiencies, realizing 90% reduction in paper usage, and the elimination of all overtime costs ($15,000/staff) for 60 staff members.

Toronto, Ontario, Canada

Administers US$130 Billion with a global workforce of 300 employeesAuthorizing Officer, Product Manager 2010/12Business Support Analyst. 2007/10Successfully oversaw pilot launch of new global information technology desk which provided multiple technology services across global sites and drove substantial productivity increases. Reported directly to Managing Director leading with two indirect reports located in Poland and Toronto.• Managed Global technology desks and transformation initiatives which achieved 50% improvement in productivity and project delivery, and 20% reduction in costs, 90% reduction in issue resolution timelines, and staff training for improved performance by 50%. • Built Incident/Support Management, Problem Management, Project Management and Change Management Global technology services, servicing global teams and client initiatives. • Spearheaded transformation initiatives over global accounting platform, resulting in 20% under budget, without incidents and 50% less resources compared to prior executions.• Conducted negotiations with vendors achieving full delivery of business requirements, on time and realized 20% reduction of quoted costs.

Toronto, Canada Area

Multiple roles from Client adoption of financial services web reporting and other platforms, to managing execution of projects to achieve productivity improvements for client experience.Key responsibilities and accomplishments included:· Successful deployment of project for client adoption of Industry-leading financial reporting site.· Pivotal client service role in securing new business for State Street in Australia (AU$40 Billion AUM).· Created institutional client presentations which were successful in increasing service interest (RFPs) and operational utility of My.Statestreet.com.· Led adoption of 25% productivity efficiencies to improve client reporting deliveries and drive overall client experience. Founder of committee to identify and execute productivity improvements.· Achieved 5 State Street "Star Awards", including State Street’s first "Street beat '06 Award".