Relationship Manager, Project Manager, Banking, Financial Services

Scott Santorelli

Woodbridge, NJ ***** • 732-***-****

*****.*.**********@*****.*** • https://www.linkedin.com/in/scott-santorelli

Business Project Manager Financial Services Professional Client Relationship Manager

Strategic financial services professional with 15+ years of experience leading end-to-end project management and implementation for top-tier clients and businesses. Leverages an extensive skill set to advance project objectives in alignment with organizational goals through strategic planning and stakeholder engagement. Applies exceptional interpersonal relationship building and client service skills to communicate effectively with C-suite, technology and business audiences, ensuring exceptional client satisfaction and retention.

CORE COMPETENCIES

Project Management • Financial Services & Banking Expertise • Client Relationship Management • Stakeholder Engagement

Communication & Negotiation • Project Lifecycle • Cross-Functional Collaboration • Treasury Services

Implementation & Onboarding Leadership • Strategic Planning • Process Improvement • Business Development

EXPERIENCE

Self-Employed Woodbridge, NJ 01/2021–Present

Independent Contractor

Recruited by personal network connection to lead general contracting projects and deliver residential and business services to diverse clients, earning consistent 100% satisfaction rating.

Leverage communication, planning, and problem-solving skills honed through corporate experience.

Career Hiatus Woodbridge, NJ 12/2017–12/2020

Primary Care Provider

Temporarily transitioned out of workforce following company restructuring to reflect on professional priorities, take intentional time off, and provide full-time support to parent experiencing now-resolved critical health crisis.

JPMorgan Chase New York, NY 12/2014–11/2017

Client Relationship Manager

Managed portfolio of 25 top-tier commercial real estate clients with revenue of up to $500M, leveraging proactive approach to build client relationships, cross-sell products, and align treasury service solutions with individual needs.

Led 10-person team of indirect Customer Service Representative reports, cultivating collaborative and high-performance culture to ensure smooth client onboarding processes and adhere to strict timelines/client expectations.

Provided tailored solutions through expert knowledge of 40+ financial products; collaborated with internal teams, including Sales, Implementation, and Bankers, to recommend product offerings and meet project goals.

Delivered quarterly business reviews for clients, including in-depth account analysis, complex billing arrangement review, and legal document negotiation.

Select Achievements

Achieved 95% client retention rate and 94% client satisfaction rate by maintaining and expanding strong relationships with C-suite executives, prioritizing transparent communication and accelerated response times.

Boosted client satisfaction scores 20% after implementing end-of-day response time policy and standardizing communication regarding complex inquires and issues in billing, onboarding, and product details.

Reduced client onboarding time 18% by streamlining and automating redundant steps in CRM system account opening process; enabled clear communication between internal stakeholders after modernizing legacy systems.

JPMorgan Chase New York, NY 12/2005–12/2014

Senior Implementation Project Manager

Steered end-to-end project management for complex implementations of treasury products, including automated clearing house (ACH), disbursements, liquidity, reporting, funds transfer, lockbox, SWIFT, and legal documentation.

Oversaw account plan activity execution, client escalations, and client loyalty process coordination in collaboration with cross-functional departments, such as Sales, Know-Your-Client (KYC), Legal, and IT.

Select Achievements

Implemented 2.2K+ treasury products, achieving 0% individual rework rate that exceeded department average of 15% rework rate while increasing client satisfaction scores 20%.

Achieved 90%+ satisfaction scores YoY on post-implementation surveys by mastering client relationship management through weekly meetings and sensitive product issue mediations.

Reduced departmental rework rate 10% by initiating quarterly audits and quality process improvements, coordinating cross-office audits among four Implementation teams across country.

Led successful Bank of NY (BONY) merger, guiding 15 highly sensitive clients in transitioning and installing complex treasury products within a strict three-month deadline. Resolved 95% of post-merger integration issues within one week through effective change management and efficient problem solving.

Forever Green Sayreville, NJ 12/2004–11/2005

Account Manager

Owned client account management lifecycle from acquisition to retention, delivering strong account growth while providing top-quality services aligned with client needs.

UBS Financial Services Secaucus, NJ 05/2000–11/2004

Senior Project Manager AVP

Directed full project lifecycle for 40+ medium- to large-scale product equity compensation project implementations.

Guided cross-functional teams and matrix levels, including three project managers, while leading client meetings, scheduling tasks, allocating resources, coordinating testing, and maintaining procedure documentation.

Select Achievements

Achieved 95% client satisfaction rate by aligning project execution with client specifications and timelines.

Pioneered launch of Fortune 500 corporate clients onto equity plan product platform with direct oversight of RFP implementation from inception to completion.

Piloted conversion of 20 clients from Equity Edge to Transcentive data software within accelerated timeline.

Cultivated cohesive website appearance by spearheading rollout of logo change as part of website enhancement project for 200 clients.

Orchestrated 12 successful asset transfers exceeding $100M, ensuring compliance while minimizing risks.

Standardized team’s project approach by creating templates for initiation requests, plans, procedures, and reporting.

EDUCATION

East Stroudsburg University East Stroudsburg, PA

Bachelor of Arts, Economics

VOLUNTEER & COMMUNITY INVOLVEMENT

Former Trustee, Royal Governor’s Mansion Historical Society

VolunteerMatch

National Archives

Vitalant

Raritan Yacht Club Auxiliary

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