Toronto, Ontario, Canada
“Deep human connection is the purpose and the result of a meaningful life.” – Melinda Gates My life experience reminds me daily of the importance in living with purpose. Whether serving on a board of directors for non-profit organizations, or leading teams within the financial industry, I find myself gravitating towards the service of others for more reasons than providing a sense of purpose. Deeply rooted in an improvement mindset, I continue to be supported by education and fueled by growth. With this at my core, I have been able to excel in the various roles while maximizing my experience.
• Leading a team of account managers to provide high caliber client servicing to Canadian financial institutions. • Team delivered: - 130% of sales target - Over $50M in new opportunities added to the pipeline - 150 new senior client contacts - 30 senior executive strategy sessions • Upskilled team with new talent and deep training on Tokenization and AI • Collaborating with clients to drive business growth and shape the future of their operations. • Chair of the Broadridge Canada Citizenship Committee. Responsible for over 650hrs of associate volunteering.
• Responsible for the overall client experience of Broadridge Communications Clients • Deliver expertise, advice and consulting thought-leadership for BRCC solutions • Facilitate digital transformation discussions with clients to create opportunities for Sales and Account Management • Manage client relationships to maximize client retention and satisfaction across all lines of business and win new business as a result. • Responsible for educating internal teams on industry trends, the competitive landscape, and regulatory developments or changes. • Collaborate with clients to understand their current business model across and any potential solutions to assist in their day-to-day business. • Launch new products in the Canadian market place
• Responsible for the client experience for then Pension and Insurance client base. • Responsible for business development as well as the client coverage team that covers the Pension and Insurance segments within Ontario. • Team managed over 50 clients with approximately $200B in Assets Under Administration and $120MM in Revenue. • Implemented sales process to increase pipeline by over 50%. • Added approximately $3MM per year in institutional revenue. • Increased employee engagement scores at RBC by 100%. • Designed and created new Pension and Insurance segment target operating model. • Developed strategic plans for increasing Pension and Insurance segment market share. • Authored and published numerous Thought Leadership papers as well as podcasts at RBC and CIBC Mellon.
• Responsible for developing solutions and managing the client experience through critical points of the relationship; onboarding & critical care • Created ‘SWAT Team’ focused on managing critical care clients • Responsible for enterprise client onboarding, which includes program management, asset conversion and account management • Responsible for identifying new solutions for prospects and clients using the full suite of services offered by CIBC Mellon, BNY Mellon and CIBC • Manage new business acceptance and revenue governance processes • Maintain business intelligence program, including market/competitor intelligence
• Manage a team of seasoned industry experts who oversee the firm’s client administrative activities, department control, and strategic financial undertakings. • Created the Centralized Client Administration group which led to an 18% reduction in errors and a 13% reduction in costs. • Participate in Request for Proposal (RFP) reviews • Advise on corporate policy with in-depth analysis and identify feasible alternatives • Formulate and monitor performance measurement tools • Manage the Business Development P&Ls • Direct and authorize the financial planning process for Business Development and Relationship Management
• Provided custody consulting services for such as service capability studies, fee benchmarking studies and custody contract analyses for institutional clients • Performed due diligence on Global Custodians including: State Street, Northern Trust, Bank of New York Mellon, Citi Global Custody and JP Morgan Chase • Developed Access database to facilitate client RFP Process • Authored custody white papers for internal use
• Managed teams of client service officers charged with servicing Investment Managers. • Rolled out staff efficiency model to monitor and improve staff productivity • Implemented departmental continuous improvement program • Provided leadership to management team, strategy development, client presentations, budget management, maintaining regulatory and audit requirements, • Controlled cross departmental improvement initiatives
• Facilitated the development of KPIs for operations business units • Generated a framework to create strategic alignment throughout various business units • Instituted organization wide improvement initiatives such as: > Reduction in operational losses from a monthly average of $180,000 in 2008 to $35,000 in 2009 > Improved pension plan statement delivery from an average of 83% to 97% On Time > Enhanced efficacy in manual pricing process • Developed and facilitated customer service training for operations business units • Facilitated learning sessions to spread the use of Lean Six Sigma Tools