Customer Service Manager

ISAACMOHAMMED

**** ********* ********, *********** ** L5R 4A5 (C) 416-***-**** acrez7@r.postjobfree.com http://ca.linkedin.com/in/isaacmohammedmailto:acrez7@r.postjobfree.com

Objective

To contribute my strong background in accounting and customer service, along with a unique drive for excellence and success, to your firm in a Customer Service Manager capacity.

Professional Summary

CUSTOMER SERVICE MANAGER / FUND ACCOUNTING MANAGER

Outstanding background of leadership in Fund Accounting & Customer Support, with a record of success revitalizing and restructuring business support operations. Extensive experience implementing cultural change, retraining management, and driving dramatically improved customer statistics, highly analytical, innovative and organized with a history of developing effective strategies for growing profitability and aligning operational input. Excellent communicator and team leader, recognized for creating and implementing processes, procedures, and metrics and motivating staff to succeed. Team recipient “Service Excellence” award from external clients multiple months. Recipient of the “Teamwork”, Accountability & Customer Centric” award three times.

Elements key to success also include expertise in:

Investor Relations

Problem Management

Incident Management

Vendor Management

ITIL Certified

Performance Management

Career Achievements

Vendor Management: Implemented changes and set up tiered authorization process before vendors worked on requests for service. Slashed vendor administration costs by negotiating pricing and fees, while ensuring the continuation and enhancements of services to a savings value in excess of $500K annually.

Cultural Change: Analyzed business support culture, developed and executed change within business support from ”reactionary” to ”proactive” style, leading to greater client satisfaction.

Business Support Standardization: Standardized all business support functions, processes and procedures for internal staff and vendors. Directed all business support operations, reorganized the service desk and created staff career paths. This increased business support metrics significantly, improve morale and lowered turnover.

Client Service Improvement: Moved clients satisfaction surveys from ranking “moderate satisfaction” to “extremely satisfied” in less than 2 years. Improved all measured statistics and met all company mandated goals and benchmarks in first year of team formation. Acknowledgement improved from 80% to 97%; Client updates increased from 75% to 92%; Resolution time decreased from 30+hours to averaging 5 hours.

Process Automation: Guided a team charged with improving time to load general ledger entries in a financial (Net Asset Value) hedge fund operation. This resulted in on-time delivery being reduced from 5 hours to less than 3 hours effectively reducing annual overtime in excess of $300K and enhancing accuracy and timeliness.

Process Re-engineering: Re-engineered the business/vendor process to incorporate pre authorization of work as well as created a centralized team to manage all user requests. Recommended/built enhancements to improve processes and meet SLA’s with clients thereby reducing both financial and reputational risks.

Professional Experience

Consulting Accountant, Ramoutar & Sons Contractors, Trinidad & Tobago 2013 – Current

Vice President, Business Support, Citigroup Fund Services, Mississauga, ON 2007 – 2013

Reported to a Senior VP and tasked with the responsibility to support both internal users and external clients’ requests for service, covering hardware, software and processing issues. In addition, coached and mentored team members to develop skills and confidence in examining work processes, creating solutions, and measuring improvements.

Created and managed the daily operations of a business support team for 7 years inclusive of hiring new staff ensuring professionalism through phone coaching, email vetting etc. with a focus on client satisfaction using the servant leadership model within a production and project management framework.

Developed training, new process and procedures, and reorganized both the call flow and personnel for the business support operations of a 1600 employee site as well as external clients.

Motivated and coached staff and drove Service Levels from the high 50%’s to the mid 90%’s on a monthly volume of over 600 requests for service.

Created a single point of contact for all issues and executed procedures to improve efficiency and effectiveness of department. Provided strategic direction and leadership in regards to customer satisfaction, quality assurance, employee engagement, and performance management.

Spearheaded improvement in Service Levels from 67% to 94% in less than two months and met all company mandated goals in nine months.

Assumed responsibility for the Incident Management and Problem Management teams ensuring issues resolved to client’s satisfaction within defined timeline in service level agreement.

Performed Gap Analysis on processes with department heads and other stakeholders and managed large projects related to system enhancements including vendor management for cost, job end to end delivery and budgetary control.

Maintained statistics of client and system issues e.g. trend analysis, and recommend enhancements to avoid recurrences of similar issues while documenting process changes and training needs for new or modified processes.

Prepared and presented PowerPoint presentations and other statistical data (trend analysis) for senior executives including company president.

Assistant VP, Fund Accounting, Unisen, Mississauga, ON 2005 – 2007

Managed overall client relationships with respect to NAV completion (deadlines, accuracy, prices release to media, clients and interested third parties, audit etc.)

Oversaw activities of Supervisors/Fund Accountants and performed detailed review of NAV files gauging market movement, accruals, expenses, rebates and capital changes in comparison to fund price change before information released to external sources.

Reviewed KYC and AML weekly files to ensure completeness and compliance.

Partnered with Relationship Managers to ensure ongoing client satisfaction.

Performed gap analysis on current processes, recommended/built enhancements to improve process and meet SLA’s with clients thereby reducing both financial and reputational risks.

Played a key role in the on-boarding of new clients inclusive of reviewing fund set-up complies with agreed structure, account holder set up, account opening and portfolio reconciliation before and after set up in software application.

Introduced an improved work distribution model based on statistical analysis of client requirements, resulting in a more equitable workload balance and an improved client experience.

Implemented numerous initiatives that significantly improved staff morale, increased productivity and improved overall clients’ satisfaction.

Acted as the software liaison by responding to internal and external requests and requirements with respect to application enhancements.

Conducted staff performance reviews twice yearly, preparing development plans and cross training opportunities for under-performing members as well as positive feedback and one-step up opportunities to outstanding staff.

Supervisor, Fund Accounting, Unisen, Mississauga, ON 2002 – 2005

Provided strong leadership and direction to a team of 13 direct reports.

Reviewed accuracy of NAV calculations before release of fund prices to media and clients.

Calculated Net Asset Values of Mutual Funds and Hedge Funds for third party clients.

Ensured automated trades were uploaded and posted accurately and on business day schedule as required.

Fund/Trust Accountant, AGF Group, Toronto, ON 1996 – 2002

Prepared product line financial statements and month-end closing for third party mutual funds.

Managed projects including cost accounting and variance analysis.

Prepared reports and PowerPoint presentations for senior management.

Prepared files as part of a conversion team moving funds from one software platform to another.

Education and Professional Development

CSI – Canadian Securities Institute : Toronto, ON

Chartered Investment Manager (CIM) #5436 - 2005

Financial Management Advisor (FMA) #1244 – 2002

CSC-Canadian Securities Course - 2001

PFPC - Professional Financial Planning Course - 2004

ITIL Certified – GR750033222IM – 2012: Toronto, ON

Certified General Accountant- Level 4 (CGA evaluation of ACCA; UK - CA designation) - 1996

IFIC – Investment Funds Institute of Canada: Toronto, ON

Operations Course - 1998

PMP-Project Management- Advanced Level Study: Toronto, ON

Systems Experience and Proficiencies

Paxus

Multifonds

Hedgetek

SHARP

Hedgelink

MPower

AS 400

HP Quality Centre

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