Lori-Ann Williams

• Manage the day-to-day operations of both the Strategic Charitable Foundation and the Registered Disability Saving Plan Team for all Corporate entities - Mackenzie Investments, IPC Investments, Investors Group and Canada Life
• The primary goal is that all daily transactions are processed well within the required service level agreements
• Effective leadership to 23 Team members with a focus on developing and empowering the members to optimal level
• Managed the process and distribution of all grants to clients and charities. Responding to all escalated inquiries providing timely and accurate resolutions
• Provide leadership for both Teams, transitioning to a remote work environment while still maintaining service standards
• Organize and deliver grant payments to all clients and charities
• Process and deliver timely and accurate Client statements and Tax records, process requires a high degree of organizational skills.

• Managed the day-to-day operations and administration for three Administration teams – Registered Plans, Credit Management and Private Wealth Operations, ensuring exceptional service to high-net-worth clients
• Developed and established a dedicated Private Wealth Operations team to support the growth within the Private Wealth platform
• Streamlined to increase the number of Private Wealth accounts resulting in an increased AUM from $300M to $1Billion
• Implemented Case Managers to monitor the end-to-end process for each Private Wealth Account
• Monitored and analyzed all inquiries received from all mediums for service standards and information accuracy
• Provide a comprehensive monthly statistical reporting to the Senior Executives identifying areas of improvement in the Private Wealth pipeline, affecting change and contributing to the growth of the program.
• Developed and implemented strategies to increase customer satisfaction and loyalty, by implementing an in-house administration team to

• Supervised Advisor Services Representatives within a call center setting, who were responsible for providing accurate and timely responses to all inquiries received from financial advisors, assistants, and clients
• Lead in the Document Imaging project, SME for the system for both internal and external partners, providing training and expert guidance for troubleshooting issues
• Investigated all escalated client issues and provided timely and effective solutions
• Primary Lead for the company’s largest client Coast Capital, with weekly meetings to discuss concerns and provide resolutions
• Analyzed teamwork demands and allocated resources accordingly to meet the daily demands maintaining service level standards of 98%
• Lead for the RPM electronic document Opening and Trading system. This digital system contributed to the reduction in the number of errors and provided compliant documents.

• Supervised a Team of 26 members to provided client services to financial advisors on all inquires.

Various progressive roles