Vice President Client Service

BRIAN F. CONYNGHAM

**** *********** ****** 917-***-****

Torrington, CT 06790 Email: **************@*****.*** PROFILE

Highly skilled and accomplished Fortune 500 Client Service Manager, motivating team members towards customer loyalty and retention and contributing to a steady pipeline of revenue growth. COMPETENCIES

• Strategic Planning • One Stop Service Solutions

• Team Coaching & Development • Change Management

• Goal Setting/KPI’s • Cross-Functional Communication

• Relationship Management • Process Improvements

• Client Loyalty • Continuous Quality Initiatives

WORK EXPERIENCE

JP MORGAN CHASE, New York, NY 3/94 – 2/21

MANAGER & VICE PRESIDENT, Know Your Customer (KYC) – Middle Market Banking 9/20 – 2/21

• Managed a team of 20-25 KYC Officers

• Reviewed, analyzed, and updated KYC records to ensure compliance with updated U.K. requirements.

• Communicated and updated senior management on all aspects/progress of the project.

• Identified potential risk factors and offered solutions to mitigate risk.

• Tracked and analyzed data to ensure established timeframes/targets met. INTEGRATION SPECIALIST & VICE PRESIDENT – Corporate Client Banking 7/19 – 9/20

• Interviewed and onboarded over fifty CSPs to support location strategy events across Client Service.

• Partnered with Corporate Training to develop new hire training curriculum for CSPs and Managers.

• Transitional Manager for 6-10 CSPs and CRMs during their training/onboarding period.

• Hosted live product sessions and presented training materials to new hires.

• Analyzed progress using reporting and testing material, offered continual feedback/coaching. MANAGER & VICE PRESIDENT, Know Your Customer (KYC) – Middle Market Banking 6/16 – 7/19

• Managed a team of 15-20 KYC Officers.

• Researched and obtained information on wealth clients/business owners to create detailed profiles.

• Utilized reporting to ensure timely execution of new/expiring KYC records within Federal guidelines.

• Identified potential risk factors, collaborated with clients and internal partners to mitigate risk.

• Explored the nature of each business to ensure alignment with JP Morgan Chase’s values and mission.

• Utilized detailed profiles to understand the client products, services, industry, and competition.

• Focused on an ideal relationship between clients and JP Morgan Chase. BRIAN F. CONYNGHAM Page 2

Resumé (Continued)

WORK EXPERIENCE (Continued)

CLIENT SERVICE MANAGER – Corporate Client Banking 4/12 – 6/16

• Managed a team of 10-15 Client Relationship Managers and CSP/s to provide product support for large, complex clients in the corporate client banking market.

• Aligned all team activities with broader strategic company objectives and the needs of clients.

• Established goals and KPI’s followed by real time data collection and analysis.

• Used analytics to take a proactive versus reactive response to risks and opportunities.

• Consistently delivered one stop service solutions.

• Managed all escalated client issues.

• Served as a catalyst for positive change and transformation management.

• Facilitated cross-functional communication with internal customers to address the needs of external customers.

ASSISTANT CLIENT SERVICE MANAGER – Commercial Real Estate 9/08 – 4/12

• Managed a team of 10-15 Customer Service Professionals.

• Addressed the needs of high value Real Estate clients.

• Focused on product sale opportunities, complex problem resolutions, client trust and loyalty.

• Used client feedback as a baseline for continuous quality improvement.

• Established client-focused partnerships.

• Utilized KPI’s to track performance and assist the team and business to meet targeted goals.

• Consistently led team to meeting and exceeding goals. PROJECT MANAGER – Commercial Real Estate 7/04 – 9/08

• Managed an average of thirty-two projects annually.

• Represented the real estate line of business on various bank merger projects including, Billing, DDA, TASO, and Teller Express.

• Active participant in various other projects related to Commercial Bank, such as Official Check In- Sourcing, Tri-State Check Cashing, Float Management, Service Portal Development.

• Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients, as necessary.

• Communicated cross-functionally with all project stakeholders.

• Built consensus and support among stakeholders for shared goals.

• Kept all project participants focused, and on target, at all times. ASSISTANT CLIENT SERVICE MANAGER – Commercial Real Estate 9/95 – 7/04

• Promoted to Assistant Manager after one year of service.

• Supervised staff of four Client Service Professionals.

• Received Client Service Officer of the Year Award, 2001 – 2002. EDUCATION

UNIVERSITY OF PHOENIX, Phoenix, AZ

Completed coursework in BUSINESS MANAGEMENT, BUSINESS WRITING & FINANCE HOFSTRA UNIVERSITY, American Institute of Banking - Business/Banking, Uniondale, NY Completed coursework in FUNDAMENTALS OF BANKING, ACCOUNTING & BUSINESS ADMINISTRATION

DOWLING COLLEGE, Liberal Arts/English, Oakdale, NY Completed coursework in LIBERAL ARTS, with concentration in ENGLISH LITERATURE & EDUCATION

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