Dynamic Service Director with BNY Mellon, recognized for exceptional client service and driving operational improvements. Expert in insurance custody practices, leading teams to enhance client experiences and streamline processes. Proven track record in risk mitigation and project management, delivering significant value through innovative solutions and strong relationship management.
Ensure outstanding client service delivery across Securities Services including monitoring of client experience, service quality and product performance
Drive Operating model improvements, product innovation and thought leadership based on client feedback and in-depth service knowledge across Service, Product and Technology
Deliver robust operational analytics and insights culminated in client dashboards (scorecards
& KPI management)
Serve as central client escalation point across all product lines
Accountable for client behavior change / client digital adoption
Oversee client issue resolution, incident management and client
Participate in new business opportunity presentations
Lead regular service reviews bringing together multiple business lines
Responsible for the client experience for client revenue over 75 million
Led a team of twelve, delivering excellent client service to over 60 clients with a market value of over 300 billion in assets under custody
Onboarded new accounts
and client conversions
Partnered with clients to streamline manual processes, focused on reducing risk and decreasing processing time
Supported multiple client service model and operational platform changes
Lead the service relocation of several Insurance clients over a 12 month period
Interviewed, hired and on boarded and trained several new employees and managers
Cross-trained across multiple business lines