About . Phil has 25 years of financial services experience in project management and business operations at leading Canadian financial institutions. He is an expert in business operations, product management, project implementation, on-boarding and client services.
. Phil has extensive experience in Wealth Management, Capital Markets, Life and Health Insurance, Defined Benefit Pensions, Third Party/In house Investment Funds and ETFs.
. His expertise includes Insight Service Portals, Digital Channels & Online customer portals. . Proficient in end-to-end business operations, project delivery and relationship management ensuring success with client implementations. . CRM2 training and on-boarding while adhering to agile project management methodology and practices. . Management of external/ internal clients and vendors, contract reviews, SLA agreements, RFPs and RFQs. . Program Launch implementation Leadership
Sectors 25 years of financial services experience in the following areas:
RBC Investor Treasury Services . Senior Manager Shareholder Services Support . Client Operations working on regulatory initiatives.
MedAvail Technologies Inc Project Manager Customer Deployments . Project Manager for all non-SpotRx customer implementations in North America.
Healthcare of Ontario Pension Plan (HOOPP) Member Services (call centre) Plan Operations . Implementation of the pension transformation system from one vendor to another using Microsoft Dynamics. . Piloted new policies and procedures for employer and member services with select employers and team members resulting in rapid deployment of new work processes. . Collaborated with on-site vendor to implement new Workflow Case Management System that improved processing turnaround time by 40% work effort. . Trained and managed 15-member staff on new policies and procedures as per Plan text rules. . Recruited candidates to support growth in the Operations Contact centre.
Senior Manager, Client Operationsand Project Delivery . Overall responsibility for change implementation of up to $10 million on Workflow project for RBC Insurance, Life and Health business using SaaS application in Agile environment . Managed 30 employees with overall responsibility for workflow administration, implementing new procedures for contact centre specialists, new businesses, client on-boarding and claims. . Trained call centre staff on new CRM policies and procedures using case360
Burns & Wilcox National Operations Manager . Managed daily operations for start-up, leading project initiatives such as CASL, FATCA, system enhancements and cross border procedures . Established standards, procedures and implemented organizational policies for head office/regional branches . Identified and recommended process improvements and implemented changes with Corporate US-HQ.
Invesco Canada Senior Project Manager . Liaised between key internal and external business partners to successfully facilitate creation of Bloomberg ticker symbols on all 460 investment fund products . Trained call centre staff on new fund launches and product changes. . Project managed successful completion of corporate business initiativesas approved by Executive sponsors. . Created a product data governance framework for all third-party data providers. Main point of contact for third party vendors. . Managed issues tracking and reporting for all assigned projects including CRM2 requirements and implementation. . Guidance on client reporting requirements for all product launches and e-services deliverables.
Invesco Canada Senior Product Brand Manager - client marketing . Steered product development, marketing and sales teams through a rebrand of the Trimark Investments (AIM to Trimark) partnering with e-Services and other SMEs. . Business planning for Trimark Investments.
TD Waterhouse Canada Inc. Manager New Accounts | Client Account Managment .Reporting to the AVP, Operations of TD Wealth Management was handpicked as the Interim Senior Manager to direct 2 account management departments at multiple locations due to displaying exemplary leadership, coaching and guidance of a 90-person team. . Navigated through numerous hurdles to devise and implement new procedures to ensure AML compliance for the validation of corporate entities across all lines of business at TD Wealth Management. . Stabilized staff morale experiencing constant change in a high pressure, high volume environment processing over 2,000 new accounts per day.
Manager Product Support | Fee-based Solutions & Wealth Management . Reporting to the AVP, Wealth Management Operations awarded the prestigious TD STAR Award for leading the realignment and streamlining of the operations procedures for fee-based accounts. . Directed a dedicated call centre team to build an automated account opening process based on an existing macro tool, eliminating manual processing, and decreasing error rate by 90%. . Selected to chair a 12-person working group with representation from product management, operations and sales mandated to address and resolve operational issues with fee-based accounts.
CIBC Capital Markets Senior Manager 3rd Party Mutual Funds & Insurance . Reporting to the Senior Director devised and piloted radical changes to the mutual fund trade correction request process convincing multiple stakeholders across the business of the need to boost efficiency while utilizing latest technology in an automated email template. . Planned and tested with FundSERV, mutual fund trading vendor FIS and internal operations to upgrade the mutual fund trading vendor application to comply with FundSERV mandatory standards. . Responsible for quality verification of all tax reporting issued by third party fund managers (T3s, T5008, RLs)
BMO Capital Markets Manager Mutual Funds & Guaranteed Products . Reporting to the Vice-President, Product Operations, promoted to lead a 30-person team during sweeping process changes to automate the Ontario Savings Bonds order entry process. . Partnered with IT to gain requirements and collaboratively build an automated solution, resulting in an error free process the following year while addressing audit concerns. . Oversight and managed project scope for tax reporting for in-house products and third-party funds including submissions to CRA and provincial regulators in a capital markets environment. . Nominated by industry peers as Chair of the Mutual Funds Sub-Committee - Financial Administrators Section for IIROC
Educational & Professional Development Certified Agile Scrum Product Owner (CSPO) Certified Agile Scrum Master (CSM) Salesforce Admin Essentials (Lightning) LLQP & IFIC completion: 2020 Project Management, Training PMI PMP Prep course, University of Toronto, ON Post-Graduate Certificate: Marketing & Public Relations | Ryerson University, Toronto University of Western Ontario, London, Ontario Honours Bachelor of Arts – Political Science & Administrative Studies.
