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Bibi Khan
East Gwillimbury,Ontario
Summary
An accomplished and achievement oriented financial services professional with a proven history of developing successful strategies with high impact results. Demonstrated competencies to successfully implement efficiencies through automation, with proven leadership capabilities to coach and motivate teams to achieve desired results. Experienced in analysis, detail-oriented, and skilled in problem-solving with project management and solution development expertise. Senior client relationship management expertise with a focus on service excellence, business retention and business development
Overview
39
39
years of professional experience
Work History
Associate Director
RBC Investor & Treasury Services
08.2016 - 12.2024
- Handle multiple Partner and Coverage clients, ensuring that all requests and inquiries are addressed promptly and accurately.
- Coordinate with internal business partners to address customized client requests, ensuring that RBC I&TS is safeguarded against any financial risk.
- Hold bi-weekly, monthly, and quarterly meetings with clients to review transformation logs, key performance indicators (KPIs), and service level review documents.
- Offering superior client service, concentrating on retention and service quality, and keeping senior management informed of significant client issues while providing actionable plans for improvement.
- Provide timely and accurate updates on internal processes or regulatory changes and reviewing any potential impacts with clients to mitigate risk to minimize any frustrations.
- Ensure 'MY Client View' system is updated with 'Relationship Trend for senior management to be aware of client relationship concerns.
Associate Director
RBC Investor & Treasury Services
09.2008 - 08.2016
- Manage and provide leadership and coaching to a team of Client Managers, with a focus on providing exceptional client experience and service excellence.
- Supervise service delivery across multiple client segments, including funds, insurance, and investment counsellor services. Review client feedback and implement action plans to improve service as needed.
- Utilize client satisfaction data at the portfolio level to monitor progress, ensuring each team has action plans that address concerns and is implementing proactive measures to effectively close issues/concerns.
- Analyze and aggregate client data / statics to identify trends within the operating / service model, products gaps and advancing these within the organization.
- Be the primary contact for Compliance inquiries from stakeholders.
- Ensure policies and procedures are adhered to and are compliant with regulatory requirements e.g. NI 81-102, AML, KYC etc.
- Work with internal and external auditors for a satisfactory audit and implement controls and policies/procedures to effectively close issues.
Senior Client Manager
Royal Trust
12.2000 - 09.2008
- Build, sustain, and nurture professional relationships with client contacts. Maintain these relationships through a collaborative partnership approach.
- Create and implement a business plan for each client and manage clients’ expectations proactively.
- Collaborate with all internal stakeholders working on assigned clients to ensure successful resolution of clients’ concerns.
- Ensure appropriate documentation is in place and review with clients at quarterly meetings.
- Assist the Director Business Development and the Director Relationship Management with sales presentation for new business opportunities.
Project Manager
Royal Trust
10.1998 - 12.2000
- Oversee and coordinate all components of the Insurance Strategic Project, emphasizing precision, thoroughness, and adherence to deadlines.
- Keep all parties well informed on the status of the project and ensure all issues relating to the project are brought to Senior Management’s attention.
- Effectively applies new concepts and techniques in enhancing the core functions of software.
- Ensure the budget of the project is minimized and resources are maximized.
- Identified all Gaps between the Business Requirements and internal system.
Supervisor
Royal Trust
10.1997 - 10.1998
- Supervise and guide staff to ensure a high level of client experience and service quality are achieved.
- Ensure clients adhere to regulatory requirements & monthly OSFI filings are done in a timely and accurate manner.
- Worked closely with staff to ensure that clients’ Desk Operating Procedures are updated as required.
- Coordinate new business bring-on and establish new account procedures.
- Monitor and evaluate trends of client issues that are discussed during the monthly senior management meeting.
Senior Client Officer
Royal Trust
10.1995 - 10.1997
- Responsible for daily administration of approximately 20 insurance company clients.
- Established strong internal network within Royal Trust to assist in resolving client issues and ensure superior customer service.
- Liaison with client investment managers, legal counsel, auditors, and bankers to effectively manage client’s accounts.
- Participate in Royal Trust staff and product development initiatives including Client Focus Team, DART + development and implementation.
Senior Clerk
Royal Trust
01.1990 - 10.1995
- Liaisons with investment managers regarding Corporate Change Announcements, to ensure accurate and timely execution.
Securities Clerk
Royal Trust
07.1985 - 01.1990
- All necessary activities to support the settlement of security acquisitions and redemptions.
Education
Business Management Program -
Centennial College
12.1990
Business Management - Certificate/Degree Program
Ryerson University
Toronto, Ontario04.1999
Skills
- Client Service & Relationship Management
- Innovation
- Strategic Planning & Execution
- Risk Assessment & Contingency Planning
- Leadership
- Performance Management
- People Development
- Time Management
- Microsoft suite of products
Interests
Other Curriculum Studies
- Project Management Certificate Program – York University
- Investment Fund Institute Course
- Canadian Securities Course
- Business Communications – Centennial College, Scarborough, Ontario
- Effective Business Writing – Centennial College, Scarborough, Ontario
Internal Courses
- Investment Fund 101
- Pensions 101
- Insurance 101
- Custody 101
- Options 101
- Risk and Investment Analytics
- Securities Lending
- Negotiation Skills Course
- Effective Business Writing
- Advance Operations Course
Timeline
Associate Director
RBC Investor & Treasury Services
08.2016 - 12.2024
Associate Director
RBC Investor & Treasury Services
09.2008 - 08.2016
Senior Client Manager
Royal Trust
12.2000 - 09.2008
Project Manager
Royal Trust
10.1998 - 12.2000
Supervisor
Royal Trust
10.1997 - 10.1998
Senior Client Officer
Royal Trust
10.1995 - 10.1997
Senior Clerk
Royal Trust
01.1990 - 10.1995
Securities Clerk
Royal Trust
07.1985 - 01.1990
Business Management Program -
Centennial College
Business Management - Certificate/Degree Program
Ryerson University