Todd Keeley Email & Phone Number

Responsible for Genesis Call Flows & Components.

Malvern, Pennsylvania

Lead and consults on the planning and execution of strategic automation and digitation improvements to reduce Retail call volumes by 10%.Utilizes experimentation, problem solving, and process analysis methods to propose process improvements and product enhancements that align with business and product strategic objectives.Monitors, tracks, and measures impact of process improvements and product enhancements by gathering historic and future data.

Malvern, Pennsylvania, United States

Leads and consults on the planning and execution of ongoing and strategic investment projects as part of a product or platform road-map, with guidance from senior leaders. Utilizes experimentation, problem solving, and process analysis methods to propose process improvements and product enhancements that align with business and product strategic objectives.

Malvern, Pennsylvania

Led various strategic and tactical projects to elevate new, or enhance existing, technologies to avoid or reduce costs, increase value, and increase efficiencies for employees and clients. Managed the relationship between IT, vendors, and the business to identify and prioritize critical,issues and enhancements affecting clients and crew. After elevation, I owned the products and services I implemented. Acted as the single point of contact for any issues, feedback, and questions about the product or service.

Malvern, Pa

Managed vendor relationships to provide superior service to both internal and external clients. Communicated regularly with multiple top-tier vendors to address any issues or concerns to minimize Vanguard’s risk exposure and enable the delivery of high quality client service. Supported contract negotiations by serving as the vendor expert, ensuring client’s needs were accurately defined and coordinated with various stakeholders such as Legal, Compliance, IT, and Procurement. Built and managed internal relationships with appropriate groups within Vanguard to ensure effective delivery of vendor services. Collaborated with various business partners to ensure that vendors met the needs of Vanguard’s clients and the business. Served as the central point of contact for assigned vendors and responsible for responding to and monitoring any complex business requests or service improvements submitted by various business units to ensure client satisfaction. Provided timely metrics and analysis on vendor performance and communicated vendor performance information to senior management in an accurate, clear, and concise manner. Led and facilitated strategic meetings between vendors and internal clients to discuss any service issues, contract issues, and/or new services.

Malvern, Pa

Responsible for creating, growing, and supervising a new mutual fund billing and vendor invoice reconciliation team. Developed policies and procedures for reviewing and reconciling mutual fund payments and vendor invoices. Oversaw the day-to-day operations for the Billing and Reconciliation team. Ensured all invoices and/or payments were processed accurately and timely in compliance with department policies. Provided guidance, training, and motivation as necessary to develop staff. Set performance standards, reviewed performance, provided feedback, and recommended wage increases. Generated a variety of standard and ad hoc reports for management regarding billing and reconciliation operations. Prepared presentations as required on departmental productivity and business unit indicators.

Malvern, Pa

Responsible for a book of mutual fund family clients. Acted in a leadership role in contract and pricing negotiations with fund family on behalf of Vanguard. Provided business expertise to Legal, Compliance, and Procurement departments in finalizing contracts with the fund family and generating optimal revenue for Vanguard. Evaluated qualitative aspects regarding the fund company to determine the feasibility of a relationship with Vanguard Brokerage Service’s fund supermarket program. Analyzed multiple data points to ensure that trading and transfers can be accommodated on the platform. Met regularly with Tier 1 fund families to deepen and broaden our relationship and to position Vanguard strategically to retain and win additional business from the fund family.Handled all elevated issues related to fund companies to ensure that the issue was fully explored and resolved. Developed necessary workflows and procedures to eliminate similar elevated issues in the future.

Malvern, Pa

Researched various trade issues occurring in client accounts. Collected all data relating to the issues including retrieving recorded calls, looking up time and sales of security, and calling client. Communicated effectively with exchanges, outside trading firms, and clearing resources to investigate, research, and resolve trade issues. Utilized research tools and industry contacts to remedy the situation in a manner that limited financial loss. Thoroughly communicated outcome to client. Identified trends and developed remedies for trade errors. Informed management team of such trends and remedies. Developed and completed various departmental monthly error reports that informed management from different divisions of VBS of the various errors that their division committed. Provided trade workflow related updates to VBS Traders. Provided constructive feedback to VBS Trades on how to improve their performance and eliminate errors in the future.Developed and documented the Trade Support Liaison’s policies and procedures for the department. Updated the department’s on-line manual on an ongoing basis as the position’s policies and procedures changed.

Malvern, Pa

Assisted HNW traders by being a resource for their complex trade related questions. Regularly monitored trader’s phone calls to ensure all aspects of the conversation were handled accurately, effectively, and with proper etiquette. Responsible for handling elevated clients in a timely, professional manner. Took ownership of the elevated issue by showing empathy, clearly communicating the issue, setting expectations, resolving the issue, then closing out the issue with the client. Demonstrated leadership by being a resource for the department and team leader. Demonstrated a lead-by example attitude pertaining to work ethic. Assisted supervisor in developing ways to increase quality and productivity within the team.

Malvern, Pa

Responded promptly, professionally, and accurately to incoming client calls and inquiries from Vanguard institutional clients regarding the placing, status, and execution of equity, option, and mutual fund orders.Acted as the primary point of contact for the Institutional client relationships for all Vanguard associates. The relationships include Vanguard Brokerage Option, Asset Management, Charitable Endowment, and Personal Financial Planning. Developed and maintained a detailed knowledge of the securities industry as it relates to the various Institutional Desk. Effectively communicated industry and departmental policies and procedures to external and internal clients.Identified trends and made suggestions to remedy trade errors and increase quality of service.

Malvern, Pa

Developed and maintained current knowledge of Vanguard funds, Vanguard services, and market factors.Kept up to date on technical and legal aspects of retirement accounts and non-retirement accounts. Responded promptly and accurately to client inquiries regarding accounts, funds, and services.

Mba, General Business, 3.852

I obtained a Masters in Business Administration in General Business

Bsba, Finance