Ken Philips
Summit,NJ
Summary
Performance-driven Vice President with 12 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
12
12
years of professional experience
Work History
Vice President - EQPB Client Service Team Leader
Bank of America Merrill Lynch
10.2022 - Current
- Lead a team of 8 client service professionals providing top-notch client service and the resolution of complex client inquiries
- Develop and implement client service strategies to enhance the overall client satisfaction and query resolution
- Collaborate with cross-functional teams, including operations, sales, and technology, to streamline processes, improve operational efficiency and drive continuous improvement initiatives
- Serve as a point of escalation and subject matter expert for Prime Brokerage Operational services by offering guidance to team members and clients on a wide range of Margin financing, securities lending, and self-service tools
- Conduct performance analysis on operational metrics (transaction and emails) to identify training needs and areas of opportunity for a client solution
- Accomplishments: Improved the team’s response time back to clients by 40% over 1 year through targeted development with each direct report and for each client
- Received a Diamond award for involvement in the Legal Entity Simplification project
- Key resource in Operations in migrating 57 large modified arranged clients to a new BofA Prime legal entity
- Instructed and arranged for clients’ portfolios to be moved from various internal systems with precision to ensure zero disruption in clients service
- Provided guidance and problem solving in each migration on a 200+ step run book
- Nominated in Peer to Peer awards for Leadership.
Vice President - EQPB Client Service Representative
Bank of America Merrill Lynch
10.2018 - 07.2022
- Provided exceptional service and support to high-net-worth clients utilizing prime brokerage services, addressing inquiries, resolving issues, and facilitating seamless onboarding and account maintenance processes
- Provided expertise in Client Onboarding, Trade Capture, Settlement, Margin, Corporate Actions, Swift Messaging, and Client Reporting for Hedge Fund operational activities
- Monitored client activity and trends to identify potential growth opportunities as well as potential operational risks
- Accomplishments: Educated Clients on BofA Prime Broker platform, technologies to maximize client efficiencies and reducing manual lift by onboarding clients to self service tools
- Partnered with internal stakeholders and clients/admins to migrate clients to improved trade capture delivery
- Developed new measurement for work effort leading to key changes in identifying opportunities to improve relationships with clients.
Operations Analyst - MIS
10.2012 - 10.2018
- Refined institutional client monthly reporting; expanded performance metrics
- Developed AMS client reporting outputs to provide intraday and peer analysis for CSRs
- Prepared monthly reports for both line of business managers and FRB submissions
- Performed KPI/KRI gap analysis on securities operations performance.
Education
Bachelor of Science - Dual Degree in Finance & Business Administration
Susquehanna University
Selinsgrove, PA05.2012
Skills
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Client Relationship Building
- Strategic Planning
- Operations Management
- Data Analysis
Timeline
Vice President - EQPB Client Service Team Leader
Bank of America Merrill Lynch
10.2022 - Current
Vice President - EQPB Client Service Representative
Bank of America Merrill Lynch
10.2018 - 07.2022
Operations Analyst - MIS
10.2012 - 10.2018
Bachelor of Science - Dual Degree in Finance & Business Administration
Susquehanna University