Lane Smout
Toronto,ON
Summary
Analytical, organized and detail-oriented professional with client service, stakeholder management expertise and experience in the IT-Business and financial services industry. A Collaborative team player and leader with a ownership mentality and a record of accomplishment, delivering the highest quality strategic solutions to resolve challenges and propel business growth.
Overview
8
8
years of professional experience
Work History
Team Lead – International Operations
IFDS
03.2023 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Management Company Support Agent - International
IFDS
07.2021 - 03.2023
- Senior team member and primary point of contact for a crucial international mutual fund management firm and their head office contacts, handling operations related inquiries and providing subject matter expertise and resolution
- Handle highly sensitive escalations, resolving client facing issues
- Perform financial and other periodic reporting
- Communicate complex business and technical concepts plainly and simply
- Liaise with client contacts and internal teams in Europe and Asia to facilitate client service and product requirements
- Present ideas for process improvement to management and senior team
- Verify financial trades and transfers placed by colleges to ensure 100% accuracy.
Client Operations Specialist – International
IFDS
04.2020 - 07.2021
- First point of contact for several significant international clients
- Understanding client's enquiries and providing exemplary customer service through transaction processing, reconciliation, reporting and providing consulting support
- Manage multiple client inbound/outbound points of contact, providing resolution to investors pertaining to account and fund information
- Interact with stakeholders such as operation groups, custodian banks, and investors to exchange information and resolve problems
- Execute all trade instructions from standard to complex, performing Large Deal Call Backs
- Develop and implement process improvement procedures and technical documentation
- Perform specially assigned daily tasks such as trade/transfer rejects and reconciliation reports
- Trusted with providing leadership and training to recently hired associates.
Jr Analyst – Business Change Management
IFDS
05.2019 - 04.2020
- Provided support for the Relationship Management team through various programs that included internal and external client projects, including provision of product improvement suggestions
- Supported monthly review and distribution of client facing reports
- Designed, developed and implemented SharePoint sites for several internal teams
- Assisted with the creation of the companies CRM tool, streamlining several applications to create one true source
- Created efficiencies in existing procedures, proposing ideas for improvement, testing, documenting and implementing solutions
- Presented finished products to Executive Committee.
Computer Operations Coordinator – DataCentre
IFDS
05.2016 - 05.2019
- Executed and ensured successful completion of daily operational tasks, supporting deliverables and meeting client service-level agreements
- Coordinated activities with DataCentre management, operational service support and computer operators
- Contributed to the creation and maintenance of DataCentre procedural documentation
- Detailed the Root cause analysis, identifying common areas of weaknesses in IFDS products and processes, proposing solutions
- Generated and verified daily trust funds and electronic fund transfers
- Created, updated and standardized jobs/cycles naming convention and create clients' products and job summaries
- Designed, created and maintained Internal web page for DC documentation
- Oversaw and supported client tape management projects, processes and audit control.
Education
Advanced Diploma - Business Administration
George Brown College
04.2020
Skills
Stakeholder Management
Client Services
Technical Documentation
Business and Data Analysis
Project Management
Proficiency in Microsoft Office
Product Management and Development
Analytical and Detail Oriented
Exceptional oral and written communication
Leadership
Performance monitoring
Financial Reporting
Languages
English
Native or Bilingual
Timeline
Team Lead – International Operations
IFDS
03.2023 - Current
Management Company Support Agent - International
IFDS
07.2021 - 03.2023
Client Operations Specialist – International
IFDS
04.2020 - 07.2021
Jr Analyst – Business Change Management
IFDS
05.2019 - 04.2020
Computer Operations Coordinator – DataCentre
IFDS
05.2016 - 05.2019
Advanced Diploma - Business Administration
George Brown College
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