Kaitlin Kershner
Summary
Experienced Chief Administrative Officer with expertise in Training and Communications. Trusted advisor, responsible for preparing high visibility presentations and reporting. Sought after Program Manager, often recruited for challenging and cross functional projects that have short deadlines and multiple stakeholders who expect fast and impactful results. Skilled negotiator and change agent with the ability to influence outcomes. Demonstrated ability to work through ambiguous circumstances as well as directions and deliver within abbreviated timelines.
Overview
7
7
years of professional experience
Work History
Vice President
State Street Bank
2020.01 - Current
- Organized and managed high-profile projects; developing project plans, managing stakeholder expectations and tracking progress against deliverables to manage delays and identify issues
- Designed, established and delivered global enterprise weekly reporting for client remediation. Reporting and key data points used by executives and executive level forums to drive and improve client sentiment and address key areas of risk
- Created and launched Training Program for Global Delivery division for New Joiners and onboarding, as well as Inclusion, Diversity and Equity
- Head of engagement and communications, responsible for communication and engagement strategy and activities that includes Social Media, Weekly Bulletins, Inclusion, Diversity and Equity events and Town Halls
- Implemented division communication plan that consolidated communications into streamlined and centralized forums that resulted in impactful recognition which directly contributed to higher engagement scores and positive feedback from employees and executives
- Received four recognition awards for delivering on results for Quarterly Business Review, Culture and Engagement, Return to Office and Development of Global Client Service Learning Plan
- Global Delivery Talent Council Sub-Committee Lead for Engagement and Culture and Improving Hybrid Work Environment; action employee survey concerns and feedback to drive stronger engagement for global delivery
- Global Co-chair for Well-being / Health / Awareness for State Street’s Professional Women’s Network
- Co-chair for Latin American Professionals Group Professional Development Group
- Key Achievements: Executed global training program for Client Service that resulted in 80% completion rate for new hires and increased knowledge of incoming staff.
Chief Administrative Officer / Vice President
State Street Bank
2019.04 - 2020.01
- Developed and established Client Outreach Resource Committee for client facing team
- Managed program for successful offboarding and transition of top 50 clients to newly created Global Clients Division with three months
- Responsible for sales enablement initiatives to minimize risk and ensure deadlines are met and ensured all business management and sales related activities such as rebids and negotiations were properly reported within Salesforce
- Produced and delivered all North America Asset Manager Client Events
- Delivered events on or under budget without sacrificing quality and increased participation
- Key Achievements: Promoted to Vice President. Achieved 40% budget reduction across all events and increased attendance by 30% for all global conferences. Received recognition from Head of Product for conference briefings that provided executives with client insights.
Assistant Vice President
State Street Bank
2017.04 - 2019.04
- Salesforce Champion, responsible for implementation and utilization for Relationship Management to track business opportunities and client interactions to improve client experience and drive revenue
- Designed and evolved Client Sentiment Portal for North America to provide insight into client sentiment rating of State Street products and services, improve client relationships and address escalations which resulted in improvement from Red to Amber sentiment for 25% of red clients
- Instituted Client Communication Framework that equipped Relationship Managers with consistent messaging and ensured communications were delivered timely
- Led Annual Rebid Budget process for North America to report on potential loss of revenue and managed any planned rebids
- Managed events for key Relationship Manager Events: Chief Compliance Officer Forum, client events during industry conferences (ICI and NICSA) and Monthly State Street Talk webinar series which provided clients with thought leadership
Education
Bachelor of Arts in International Business -
Assumption University
Project Management Certification
University of Massachusetts Amherst
Skills
- Project Management/Leadership
- Self-motivated
- Results focused
- Executive Engagement/Interaction
- Change Management
- In-depth knowledge of Salesforce
Websites
Employee Resource Groups
- PWN - 2017 to Present
- Latin American Professionals Group - Ally Member since 2023
Timeline
Vice President
State Street Bank
2020.01 - Current
Chief Administrative Officer / Vice President
State Street Bank
2019.04 - 2020.01
Assistant Vice President
State Street Bank
2017.04 - 2019.04
Bachelor of Arts in International Business -
Assumption University
Project Management Certification
University of Massachusetts Amherst
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