Stephen Flanagan Email & Phone Number

Greater New York City Area

Decision Point Partners helps financial service firms successfully transition through custody & platform conversions, technology decisions and process improvement to profitability.Areas of expertise include: Vision Definition & Strategic Planning, Organizational & Operational Assessment, Business Process Improvement, Product & Technology Solutions, Procurement Services & Vendor Due Diligence/Selection, Implementation Planning & Execution, Wealth Management Platform Solutions, Digital Wealth Management, Project Management, Optimization of Client/Advisor Experience, Sales & Marketing, Client Experience Directives, Operations and Finance.We partner with Investment Management firms, Broker/Dealers, Registered Investment Advisors (RIAs), Investment Technology Providers/Platforms, Bank Investments Units and Custodians.

Greater New York City Area

Independent consultant specializing in Wealth Management & Digital Wealth Solutions, Client Experience Directives and Process Improvement Initiatives.

Greater New York City Area

Working in close collaboration with Norima Consulting on numerous customer engagements, providing in-depth knowledge of the Financial Services industry, operations and technology, as well as years of experience in managing strategic change initiatives. Expertise in providing external advice and guidance on vision definition, assessment & analysis, solution evaluation & selection and the implementation phase(s) of investment advisory/digital wealth strategic initiatives.

New York, Ny

Member of the Firm’s Executive Management team and Operating Committee responsible for formulating policy, procedures and setting the strategic direction of the organization. Effectively managed the Client Experience department, which comprised both the Relationship Management & Client Service teams supporting the existing customer base. ● Established the new Client Experience directive, designed to create a customer-centric organization with an operating model built around a deep understanding of the customer.● Designed business processes that recognize different customer segment needs, delivering a positive and seamless customer experience at every touch point across the customer life cycle.● Executed an account strategy and commuication plan for each customer, maintaing an active dialogue with customers and acting upon feedback, fostering a culture that places the customer at the heart of the decision-making process. ● Created explicit & measureable goals consistent with the delivery of the firm’s value proposition while being open to the voices and ideas of our customers.

New York, Ny

Manage the Relationship Management team responsible for ongoing customer support, retention management and business development within the firm’s existing customer base. Build upon the firm's recurring revenue stream through strategic Account Management designed to understand the customer’s business, collaborate on strategic initiatives and align internal resources to deliver on our commitments.● Designed and implemented the new Client Service model focused on two key components: process and people. Established a more efficient workflow process and identified process ownership through the clear definition of roles & responsibilities. The end goal is to ensure predictable, repeatable and consistent results.● Significantly improved customer on-time deliverables by working closely with executives to identify and prioritize key initiatives, align internal resources, pro-actively manage release schedules and properly set client expectations.● Enhanced the Relationship Management practice and customer experience through the utilization of strategic RM tools such as client profiles, customer account plans, organizational influence maps and formal business meetings. ● Accountable for all revenue and financial aspects of managing our customer relationships and ultimately overall customer satisfaction.

Jersey City, Nj

Led a team of Relationship Managers and Service professionals responsible for the key executive partnerships and client service support of 23 leading financial services firms, representing $25 million in annual revenue.● Architected and implemented the new Relationship Management service model throughout the existing client base of 350 financial institutions that manage 2.8 million portfolios totaling $1.8 trillion in assets. ● Exceeded fiscal year revenue goals for six consecutive years by effectively managing assigned client account teams and outperforming top line revenue growth forecasts. ● Strengthened and expanded market leadership position by identifying cross-selling opportunities and delivering CheckFree APL product solutions designed to support the complete lifecycle of the investment advisory process.● Achieved 100% client retention rate over a six year timeframe by developing and implementing customer account plans and contract renewal strategies that grew revenue, improved quality and increased profitability.● Designed and directed business process improvement initiatives which reduced client overhead expenses, created operational efficiencies and enhanced overall customer satisfaction.

New York, Ny

Senior executive instrumental in establishing the Wealth Management division and building the business into $5 billion in assets under management and $60 million in annual fee revenue.● Designed and implemented the Investment Management product suite marketed to Financial Advisors: Separately Managed Accounts, Mutual Fund Advisory, FA Directed Accounts and Non-Discretionary Fee-Based Accounts.● Developed and managed the operational business process for all Investment Management programs which included: new account administration, billing, reconciliation, performance measurement, trading, system requirements and legal/compliance. ● Structured Financial Advisor compensation and supervised all phases of the investment consulting process; client profiles, asset allocation, investment policy statements, manager searches/selection and performance measurement.● Key contributor on the committee responsible for the due diligence and selection of firm sponsored Investment Advisors, member of the Investment Advisory Council and the Asset Consulting Operational roundtable.● Directed the conversion team consolidating the Investment Management divisions of Tucker Anthony Sutro with RBC Wealth Management.

New York, New York, United States

New York, New York, United States

Mba, Financial Management

Bs, Finance