Nicholas McMullen

Lead a client relationship team that is responsible for 60+ key client relationships with annual revenue totaling $70M+. Responsibilities include all aspects of investor support model, ensuring customer obligations are met, onboarding new business, building and maintaining strong relationships with clients and key industry partners, managing client expectations, and creating solutions that good for both the client and the internal organization.

• Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
• Optimized time by effectively delegating tasks and prioritizing workload among team members.
• Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
• Achieved departmental goals by developing and implementing strategic plans and initiatives.
• Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
• Increased employee satisfaction, providing regular coaching and feedback sessions.
• Participated in industry committees to support market growth of retail alternatives products
• Set strategic plans and division goals to strengthen operations and drive growth.
• Spearheaded innovative approaches to resource allocation and strategic planning.
• Defined clear targets and objectives and communicated to other team members.
• Leveraged professional networks and industry knowledge to strengthen client relationships.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Played key role in developing a new alternatives business for DST Systems. This included developing operational processes, hiring and developing staff, playing a key role in recruiting clients, and onboarding those clients to the DST platform by leading data conversions.

Was responsible for 15-20 clients at a given time with revenue totaling $25-30M. Managed a staff of up to 25 people that was responsible for all aspects of the relationship and daily support of those clients.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Facilitated smooth collaboration between departments through clear communication channels.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Developed and implemented strategies to maximize customer satisfaction.
• Negotiated client contracts to obtain best pricing and terms.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.