ZOHRANNE D’CRUZ

Spearheaded the onboarding and transition of 37 portfolio managers to the IPC advisor platform, generating $2.7B AUI.

Implemented the digital Client Insights Workbook, a tool to assist the advisor with outlining every aspect of each client’s account held, and requirements to transition over to various platforms offered by IPC.

Accountable for the training of all operational account managers across the private wealth platform; oversight of two fully cross-functional teams that assist over 100 financial advisors and 37 portfolio managers with daily operational tasks.

Responsible for continuous improvement initiatives to deliver efficiencies, reduce costs, and improve processes—e-delivery initiative, automation of document completion, and submission.

Coaching actively to support development.

Promoting service excellence through consistent reporting of all tangible tasks, acting promptly on feedback received, and using the Acknowledge, Own, Respond (AOR) principle.

Developed meaningful relationships with key stakeholders across the organization to allow for effective collaboration.

Escalation resolution success rate achieved at 95% within a 24-hour turnaround time.

Through the effective application of devised customer service techniques, quality, and productivity for CSRs improved. This was through the astute recognition of employees' strengths.

Accountable for team productivity metrics.

Worked with management to implement policies, procedures, and process improvements: desk operating procedures created.

Change management: Effectively facilitated the smooth transition of the department to a new user application (iFast and AWD) in 2017 (January – September) upon the change of the external vendor.

• Provided ongoing feedback on program successes and failures to key stakeholders.
• Collaborated with senior management on strategic planning initiatives.
• Maintained awareness of trends in the field, keeping abreast of best practices and industry standards.
• Created presentations and other communications materials to effectively communicate results to stakeholders.
• Reviewed existing processes for potential improvements in efficiency or cost savings.
• Maintained and updated organizational charts, employee handbooks or performance evaluation forms.