Alexandra Marino
Toronto,Canada
Summary
Forward-thinking leader with a proven track record of building and leading high-performing teams, enhancing service delivery, and driving operational excellence. Known for cultivating engaged and empowered teams, developing scalable business strategies, and delivering personalized, white-glove client-focused programs that consistently exceed expectations. Adept at optimizing performance through structured processes, cross-functional alignment, and proactive issue resolution. Passionate about driving continuous improvement, developing top talent, and leading with purpose.
Overview
12
12
years of professional experience
Work History
Vice President, Program Management
RBC Capital Markets
Toronto
07.2023 - Current
- Lead national, cross-functional programs spanning Product, Operations, and Client Experience, with a strong focus on client enablement, commercial success, and service excellence.
- Oversee all phases of program delivery—from strategy and solutioning to go-to-market readiness—while fostering strong partnerships with Sales to ensure solutions are tailored to client needs and brand expectations.
- Partnered closely with Sales teams to understand client priorities and feedback, ensuring product features, service experiences, and delivery timelines aligned to client expectations and business growth opportunities.
- Developed and led enablement planning including internal training, client onboarding materials, go-to-market communications, and front-line service playbooks to drive elevated, consistent experiences across every touchpoint.
- Acted as a bridge between Product, Operations, and Client Experience to embed service excellence and readiness into every phase of product development and rollout.
- Built and led a high-performing team responsible for delivering operational milestones, client engagement, and launch execution across multiple business units.
- Established a structured operating model with clear accountability, reporting cadences, and proactive issue resolution, resulting in improved performance and delivery consistency.
- Championed a culture of mentorship, growth, and purpose-led leadership—contributing to high retention, engagement, and strong succession planning.
- Drove business performance by identifying opportunities to scale operations, improve speed to market, and deliver on brand and service promises.
Project Manager
Fiera Capital
Toronto
05.2021 - 03.2023
- Contributed to firm-wide transformation initiatives within Finance and Operations before transitioning to a client experience leadership role at RBC.
- Led the implementation of scalable, cross-functional solutions, while maintaining a commitment to service excellence.
- Collaborated with internal teams to streamline reporting processes and improve operational effectiveness within an evolving governance model.
Finance Operations, Project Lead
Gluskin Sheff + Associates
Toronto
01.2013 - 05.2021
- Oversaw operational transformation and client experience enhancements across the Finance organization, with a focus on scalable solutions, reporting modernization, and cross-functional collaboration.
- Designed and implemented standardized, automated client reporting processes that improved service timelines and accuracy.
- Coordinated readiness activities across internal departments and external vendors to deliver seamless client-focused reporting programs.
- Managed change across business lines by fostering open communication, building engagement plans, and ensuring solutions aligned with business priorities.
- Supported leadership in identifying service gaps, operational friction points, and growth opportunities, driving a continuous improvement mindset across teams.
Client Communications Associate
Gluskin Sheff + Associates
Toronto
01.2013 - 01.2016
- Led the client reporting experience and acted as a key liaison for internal teams, external vendors, and clients, ensuring delivery of service that reflected the firm’s tone, quality, and commitment.
- Acted as the primary point of contact for clients, responding promptly to inquiries, resolving concerns effectively, and ensuring high-quality client service.
- Triaged client issues to appropriate internal teams, monitored the client inquiry inbox, and ensured timely follow-up and resolution.
- Developed and maintained client communication protocols, enhancing consistency and client satisfaction.
- Led major deliverables including the year-end Tax Program, coordinating internal and external operations to ensure timely and accurate client reporting.
- Implemented scalable service models and standardized processes, significantly improving client satisfaction and operational efficiency.
Education
Certificate - Business Process Management
University of Toronto
Toronto01-2021
Post-Degree Certificate - Human Resources Development
George Brown College
Toronto12-2013
Bachelor of Arts - Communications
Mcmaster University
Hampton, ON05-2010
Skills
- Multi-Channel Operations Management
- Client Experience & Service Strategy
- Team Leadership & Talent Development
- Cross-Functional Collaboration
- Enablement Planning and Launch Readiness
- Operational Excellence & Scalability
- Strategic Program Execution
- Business Performance Optimization
Selected Accomplishments
- Led the successful launch of RBC Clear, a new client-focused business., Drove go-to-market execution across Sales, Product, and Operations, ensuring client readiness and brand-aligned service delivery.
- Directed national service delivery and scaled a high-performing team., Oversaw planning and execution to support consistent, client-focused delivery across business units for the firm’s top product launches.
- Created a reporting tool that cut manual work by 80%., Improved efficiency and reduced turnaround times by five days with a scalable in-house solution.
- Streamlined reporting processes to reduce cost and enhance service., Standardized outputs across teams, generating $90K in annual savings and improving client experience.
Accomplishments
- Received RBC Capital Markets Q1 2025 Performance Award.
Recognized for exceptional results in operational leadership and client delivery
Timeline
Vice President, Program Management
RBC Capital Markets
07.2023 - Current
Project Manager
Fiera Capital
05.2021 - 03.2023
Finance Operations, Project Lead
Gluskin Sheff + Associates
01.2013 - 05.2021
Client Communications Associate
Gluskin Sheff + Associates
01.2013 - 01.2016
Certificate - Business Process Management
University of Toronto
Post-Degree Certificate - Human Resources Development
George Brown College
Bachelor of Arts - Communications
Mcmaster University
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