Nicole Hajj
North Reading,MA
Summary
Maximize bottom line and achieve goals through driven, self-motivated leadership. Employ Agile and Lean Six Sigma strategies to reduce costs, drive results, and manage projects on time and within budget. Approach all tasks with dedication, resolving issues through innovative solutions. Manage people and projects utilizing effective communication, coaching, and team building skills.
Overview
24
24
years of professional experience
Work History
Chief Operating Officer
Goal Group / WTax
01.2023 - Current
- Responsible for overseeing day-to-day administrative and operational functions providing leadership, management and vision to optimize operational capabilities therefore driving strategic improvement and organizational growth and efficiency
- Oversaw the daily administrative and operational functions, providing leadership and vision to enhance operational capabilities, drive strategic improvement and achieve organizational goals
- Led and motivated staff to achieve organizational objectives, fostering a culture of continuous improvement and high performance
- Analyzed processes to identify inefficiencies, implementing targeted improvements to enhance productivity, eliminate waste and support strategic objectives
- Implemented cost-reduction strategies, including offshoring processing and converting to a different IT provider to improve profitability
- Championed business transformation initiatives, leading strategic planning and execution to align operations with organization objectives and drive sustainable growth
- Built and lead high-performing teams, fostering innovation and collaboration to drive operational excellence
- Managed resources effectively ensuring optimal utilization to support growth strategies
- Worked collaboratively with other company executives to develop and implement the company’s strategic plan
- Responsible for managing U.S
- Office locations and vendor relationships
- Ensured adherence to ISO standards across all business lines, maintained compliance and facilitated audits
Sales Support Manager
Goal Group
01.2021 - 01.2023
- Managed growth initiatives, by leading efforts to present the company value proposition to potential clients, while ensuring adherence to strategic goals
- Managed and optimized the sales pipeline, tracking opportunities through each stage, forecasting revenue and ensuring alignment with targets and business objectives
- Conducted and compiled sales performance analysis for Board of Directors, delivering actionable insights and strategic recommendations to drive decision making and business growth
- Prepared and delivered detailed sales reports on a weekly, monthly and quarterly basis, analyzing performance metrics to ensure alignment with organizational sales objectives
- Lead the development of client presentations, crafting compelling data-driven proposals
- Developed, maintained and nurtured customer relationships
- Lead efforts to pitch products and services to potential clients, demonstrating system capabilities via live system demonstrations
- Developed and analyzed cost models to assess pricing strategies, profitability to ensure competitive and sustainable pricing structures
- Lead and coordinated the completion of RFIs and RFPs, collaborating with cross functional teams to ensure accurate, compelling and timely responses that align with customer requirements and business objectives
- Oversaw customer onboarding and offboarding clients, ensuring seamless transitions by coordinating with both internal and external teams to ensure a positive customer experience
Vice President, Office of Globalization
Brown Brothers Harriman
01.2019 - 01.2021
- Managed all aspects of transitions including knowledge capture, knowledge transfer, ramp up and steady state
- Responsible for managing multiple interoffice transitions within Business Transformation
- Point person to gather and document the transition scope, create the transition timeline and transition plan
- Aid in creating the training plan, assessment criteria and logistical plan
- Provide support needed to procure hardware, software and access
- Facilitate transition meetings, monitoring transition health, reporting RAG status and providing resource updates
- Responsible for working collaboratively with the line of business, human resources, enterprise services and various stakeholders to deliver full transition scope
- Provide consistent reporting to various senior managers, stakeholders and interested parties
Consultant Project Manager, Change Management
Brown Brothers Harriman
01.2018 - 01.2019
- Managed all aspects of implementing, planning, execution, monitoring & controlling and closing projects
- Responsible for taking projects from ideation to lessons learned, while adhering to SDLC guidelines
- Responsible for managing multiple projects in the Change Management business area
- Point person to create/compile various project artifacts, such as the project charter, project plan, resource plan, implementation plan and risk register
- Facilitate project meetings, monitoring project health and reporting estimate to completion
- Responsible for working collaboratively with business analysts, technical team and subject matter experts as part of a cross-functional team
Senior Analyst / Team Lead
Bank of New York Mellon
01.2015 - 01.2017
- Managed the execution of several simultaneous projects related to account opening
- Appointed by senior management to create and institute a global account opening process spanning multiple platforms
- Created centralized process for opening accounts, measuring standards, and initiating training, all in support of infrastructure, reporting, and audit
- Drove the effort to take on support of accounts by business area, creating best practices for each account type to ensure accuracy and smooth transition
- Created training materials and carried out training and development for all new hires and existing staff, ensuring efficient training that adhered to standards developed
- Developed a quality assurance and review process that ensured accounts were set up properly before funding
- Identified error trends and timelines by creating the framework to create a tracking tool that housed account openings in various stages and system of reporting to management
- Tracked / reported KPIs surrounding account opening for senior management by creating custom reporting
- Served on open account steering committee as business line representative for system enhancements and technology updates
- Selected as most knowledgeable person in business area, thinking of ways to implement technology to default settings and eliminate possibility of human error
- Drove effort to implement technology, which reduced the FTEs that were needed to open accounts
Senior Analyst
Bank of New York Mellon
01.2008 - 01.2015
- Tasked with creating support model for senior unit manager with fast-growing business segment and demanding client base and required infrastructure to take burden off staff and make processes more efficient
- Solely developed method of onboarding, account opening, and post-set-up quality assurance for financial institution clients, establishing streamlined, centralized process free of errors that reduced overhead and increased cost savings
- Centralized team tasks, ensuring accounts were opened and reported accurately and according to standards
- Worked closely with senior management, tracking and reporting pipeline new business / revenue and justifying FTEs
- Eliminated 1K+ paper month-end reports / financial statements by solely creating and implementing process that resulted in substantial departmental cost reduction and improved customer service
- Developed / instituted electronic process, tracking month-end reports / financial statements recipients and electronically distributing data to participants, custodians, and third parties
- Created global relationship tracker, tracking and linking documentation, client contacts, standing instructions, and high-level information into central repository
- Researched / interpreted industry standards into operational best practices when writing knowledge procedures
- Developed / implemented off-boarding, account closing, and quality assurance review for financial institution clients, initiating new process that opened system space taken up by non-paying clients and collected forwarding information that recognized when money hit the account and reduced need to be escheated to the state
- Created / presented process, highlighting all efficiencies and safeguards at client meetings to retain or win new business
Client Service Officer
Bank of New York Mellon
01.2006 - 01.2008
- Appointed primary client service and sales contact for several top 20 custodial clients
- Executed client onboarding / integration, conversion, and asset reallocation
- Issued / approved on-time and accurate client billing
- Coordinated / ran client due diligence meetings
- Penetrated existing client base by cross-selling various products and services
- Escalated leads by working closely with Relationship Management and Sales
- Resolved service issues by interfacing with all functional departments
- Maintained / enhanced many top relationships, consistently focusing on new business and continuous improvement
- Coordinated legal review, risk / compliance review, and client audits, working with audit forms and adhering to timelines
- Trained / developed assistant client officers, increasing confidence in job duties by ensuring job duties were performed effectively and accurately
- Played an integral role in presenting services and features to clients, helping lead efforts to win new business during sales presentations and RFPs
- Collaborated with teams globally, ensuring consistent service delivery, client solutions, and client satisfaction
- Recognized for personal and team achievements, receiving Team Award and Individual Premiere Achievement Award in 2006
Assistant Client Service Officer
Bank of New York Mellon
01.2005 - 01.2006
- Under the direction of the Client Service Officer assisted in ensuring that several key clients were receiving high quality customer service
- Provided client coverage in the absence of the Client Service Officer
- Interfaced with all functional departments and related BNY Mellon entities that delivered services to each respective client
- Supported the CSO in the execution of all standard and ad-hoc client events
- Assisted the CSO in completing their Legal/Compliance and Risk Management responsibilities
- Assisted the CSO with billing, audit, account openings, conversions and client education
Management Trainee
Bank of New York Mellon
01.2004 - 01.2005
- Selected out of all internal Global Securities Services division applicants to rotate to each of the departments within asset servicing and learn how each department operates
- Shadowed divisional managers on their day-to-day tasks
- Learned how each division contributes to the company’s overall success
- Gave new perspective and input to help problem solve
- Worked on projects during departmental rotations
- Participated in staff meetings for each division
- Participated in the resolution of human resource and budget issues
Senior Mutual Fund Accountant
Bank of New York Mellon
01.2002 - 01.2004
- Primary contact for two custodial relationships
- Maintained day-to-day client service
- Reconciled cash balances
- Researched client inquiries
- Trained Fund Accountants
- Authorized transactions processed by Fund Accountants
- Coordinated various management reporting and monthly billing
Mutual Fund Accountant
Bank of New York Mellon
01.2001 - 01.2002
- Primary contact for one custodial relationship
- Processed trades, cash transfers and foreign exchanges and wire transfers
- Prepared daily and monthly client reporting
- Researched and resolved trade discrepancies
Education
Master of Business Administration -
Franklin Pierce College
Rindge, NHBachelor of Arts - Management
Curry College
Milton, MASkills
- Microsoft Office - Word
- Microsoft Office - Excel
- Microsoft Office - Project
- Microsoft Office - PowerPoint
- Microsoft Office - Visio
Websites
Affiliations
- Director, North Reading Youth Cheerleading
- Board Member, North Reading Youth Football and Cheer League & Cape Ann Youth Football League Cheer Board
- Head Coach, North Reading Youth Cheerleading Team
- Member, Batchelder Parent’s Association
Professional Development
- Certified Project Management Professional (PMP), PMI Exam Pending, William George Associates
- Certified Lean Six Sigma Greenbelt, William George Associates
- Certified Scrum Master, William George Associates
- Certified MS Project Master Scheduler, William George Associates
Timeline
Chief Operating Officer
Goal Group / WTax
01.2023 - Current
Sales Support Manager
Goal Group
01.2021 - 01.2023
Vice President, Office of Globalization
Brown Brothers Harriman
01.2019 - 01.2021
Consultant Project Manager, Change Management
Brown Brothers Harriman
01.2018 - 01.2019
Senior Analyst / Team Lead
Bank of New York Mellon
01.2015 - 01.2017
Senior Analyst
Bank of New York Mellon
01.2008 - 01.2015
Client Service Officer
Bank of New York Mellon
01.2006 - 01.2008
Assistant Client Service Officer
Bank of New York Mellon
01.2005 - 01.2006
Management Trainee
Bank of New York Mellon
01.2004 - 01.2005
Senior Mutual Fund Accountant
Bank of New York Mellon
01.2002 - 01.2004
Mutual Fund Accountant
Bank of New York Mellon
01.2001 - 01.2002
Bachelor of Arts - Management
Curry College
Master of Business Administration -
Franklin Pierce College
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