Susan Frasu
Summary
Dynamic Senior Vice President with a proven track record at BNY Mellon, excelling in operational excellence and customer service. Expert in developing compliance programs and fostering collaboration, driving significant revenue growth while enhancing employee engagement. Renowned for strategic problem-solving and a strong commitment to quality assurance, ensuring sustainable success and high customer satisfaction.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
33
33
years of professional experience
Work History
Senior Vice President, Operations
BNY Mellon
07.2010 - 12.2019
- Established robust compliance programs to ensure adherence to industry regulations and mitigate legal risks.
- Negotiated contracts with vendors and suppliers, securing favorable terms while maintaining quality standards.
- Led change management initiatives that improved organizational culture and employee engagement.
- Cultivated strong relationships with key stakeholders, fostering collaboration and partnerships for mutual success.
- Established performance metrics and KPIs to monitor progress, ensuring continuous improvement in operations.
- Collaborated with sales teams to develop strategies for driving revenue increases while maintaining operational excellence.
- Participated in industry conferences as a speaker or panelist, elevating the company''s profile among its peers.
Senior Vice President, Operations & Client Service
Pnc Financial Services Group Inc
12.1999 - 07.2010
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Developed and executed strategic initiatives to drive business growth, resulting in higher revenues and market share expansion.
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
- Established a culture of continuous improvement, leading by example to drive operational excellence across the organization.
- Enhanced company performance by implementing new strategies and streamlining operations.
- Identified opportunities to improve business process flows and productivity.
- Strengthened relationships with key stakeholders, fostering trust and collaboration across the organization.
Vice President of Operations & Client Services
First Data Investor Services
03.1987 - 12.1999
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Supported project management team for optimal performance.
- Managed cross-functional teams to ensure seamless collaboration for optimal business outcomes.
- Cultivated strong relationships with clients, vendors, and partners for mutually beneficial collaborations.
- Enhanced customer satisfaction by developing and implementing strategies to improve service quality.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Implemented new technologies to automate processes, resulting in reduced labor costs and increased efficiency.
- Established performance goals for department and outlined processes for achievement.
- Enhanced team cohesion by organizing regular training sessions focused on communication skills and conflict resolution techniques.
- Championed employee development programs to enhance skills, increase retention rates, and build a high-performance workforce.
- Developed strategic plans that aligned with organizational goals, ensuring long-term growth and sustainability.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Identified issues with production, workforce, and material sourcing and implemented successful solutions.
Education
Court And Conference Reporting
Touch Shorthand Academy
Boston, MA01-1980
Skills
- Objective-focused approach
- Customer experience enhancement
- Quality assurance
- Effective team collaboration
- Proficient in problem resolution
- Ethical decision-making
- Process optimization
- Financial controls & regulatory compliance
- Effective team collaboration
Affiliations
Represented BNY Mellon on the Transfer Agent Advisory Committee (TAAC). The committee brings together mutual fund industry professionals at the highest level to address strategic issues and provide best practices for operations, systems and regulatory compliance. The committee also prepares comments for policy makers and regulators, advocating for the fund industry's perspective on transfer agent operations.
Timeline
Senior Vice President, Operations
BNY Mellon
07.2010 - 12.2019
Senior Vice President, Operations & Client Service
Pnc Financial Services Group Inc
12.1999 - 07.2010
Vice President of Operations & Client Services
First Data Investor Services
03.1987 - 12.1999
Court And Conference Reporting
Touch Shorthand Academy
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