Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shannon Emanuel

Toronto,ON

Summary

Finance professional with seven years of experience, specializing in customer service, people management, tax compliance, and financial processes. Adept at managing client relationships, ensuring adherence to regulatory requirements, and providing high-quality service in fast-paced environments. Skilled in optimizing operations through effective leadership and cross-training, with a strong focus on accuracy, efficiency, and overall client satisfaction. Passionate about building meaningful relationships across the organization that are centered around the overall customer experience and industry leading financial products and services.

Overview

8
8
years of professional experience

Work History

Senior Tax Analyst, Tax Documentation

CIBC Mellon
03.2023 - Current
  • Research and respond to inquiries from internal/external clients or agencies related to CRA, IRS, FATCA and CRS tax documentation, keeping current on industry knowledge
  • Respond to client inquiries, resolves problems, manage administrative/operational issues to ensure client satisfaction
  • Coordinate the solicitation for documentation within the renewal cycles according to regulations and work with clients to complete documentation on time
  • Liaise with internal teams and BNYM to ensure correct tax withholding and regulatory reporting is performed for all clients
  • Review client documentation and provide approvals for new account openings

Custody Services Supervisor

CIBC Mellon
03.2021 - 03.2023
  • Provided leadership, guidance and support to eight team members while directly supervising the research and resolution of time sensitive client inquiries
  • Maintained strong relationships with Clients and Investment Managers by participating in bi-weekly / monthly calls to address service issues and maximize customer satisfaction
  • Participated in the recruitment and hiring process for the department while actively managing training needs to ensure appropriate resources are available
  • Conducted performance appraisals, while documenting and addressing performance issues
  • Oversaw new business conversions ensuring successful on boarding
  • Worked closely with the Project Managers, Relationship Managers and clients to ensure successful transition to the GSP platform
  • Validated all responses pertaining to department quality control reporting to minimize service disruptions and minimize financial loss

Custody Services Analyst

CIBC Mellon
05.2019 - 03.2021
  • Engaged clients though a tailored, customer centric approach in daily interactions; yielding higher customer satisfaction and retention of leading institutions such as: Air Canada, Mackenzie Investments, Canada Life and Investors Group Management.
  • Leveraged relevant market data and analytic tools for monthly client engagements; presenting the data in a comprehensive and concise manner, suitable for a diverse audience
  • Partnered with Clients, Investment Managers and internal teams to identify opportunities to support business development while optimizing performance of client accounts
  • Provided direct support to the team's Supervisor and Manager assisting with time sensitive requests and escalations
  • Assisted with the transition of existing clients to the new custodian platform by collaborating with Bank of New York on several projects and testing initiatives to maintain client service post conversion

Custody Services Senior Specialist

CIBC Mellon
07.2018 - 05.2019
  • Maintained knowledge of relevant banking regulations to service client needs with the highest ethical and industry standard
  • Implemented agile techniques to fulfill the needs of multiple stakeholders including international partners, Investment Managers and fortune 500 clients.
  • Assisted in the training of new employees as well as assist as a first level escalation for clients on time sensitive issues

Custody Services Specialist

CIBC Mellon
01.2017 - 07.2018
  • Cultivated meaningful relationships with a diverse client and Investment Manager portfolio, resulting in deep understanding of client's different communication styles and an ability to forecast their needs
  • Researched and resolved client inquiries quickly and accurately to ensure timely market settlement on all transactions reducing market exposure

Education

Bachelor of Science - Double Major, Biological Sciences & Psychology

Brock University
St. Catharines, ON
05-2016

Skills

    MICROSOFT OFFICE SUITE
    TIME MANAGEMENT
    TEAM MANAGEMENT
    CLIENT EXPERIENCE
    TAX COMPLIANCE

    BANKING COMPLIANCE

    FUND ADMINISTRATION

    INVESTOR RELATIONS

Accomplishments

Getting It Right Every Day Award,

Honorable Mention, individual October 2022

Client Experience Award,

Individual May 2020

Client Experience Award,

Team November 2019

Timeline

Senior Tax Analyst, Tax Documentation

CIBC Mellon
03.2023 - Current

Custody Services Supervisor

CIBC Mellon
03.2021 - 03.2023

Custody Services Analyst

CIBC Mellon
05.2019 - 03.2021

Custody Services Senior Specialist

CIBC Mellon
07.2018 - 05.2019

Custody Services Specialist

CIBC Mellon
01.2017 - 07.2018

Bachelor of Science - Double Major, Biological Sciences & Psychology

Brock University

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