Karen Behboudi

Experience

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  AGF Investments

  Sept 2000 - Nov 2003

  Trainer
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  CI Assante Wealth Management

  Jan 2004 - Jan 2009

  Led a team of 38 including four Supervisors for the Assante, United Financial and Private Client front line service teams. Reduced error rates and improved service and support by transforming training, quality control and updating policies and procedures. Led the complete overhaul of the service and administration for the United Financial high net worth platform, servicing financial advisors and Investment Counsellors. Collaborated with leaders in dealership operations to improve policies, procedures and administrative efficiencies. Show less

  • Manager, Client & Advisor Services

    Jan 2006 - Jan 2009

  • Supervisor, Client & Advisor Services

    Jan 2004 - Jan 2006
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  CI Global Asset Management

  Apr 2009 - Jan 2017

  Led the successful execution and launch of Assante’s new client portal, including internal and external communications and promotion, increasing electronic adoption. Introduced discipline to existing processes of web development and other customer facing processes and touch points by learning and applying user experience research and design methods. Led the redesign of CI’s client portal using customer/user experience methods of research and testing to develop value-driven solutions. Led the Client Reporting & Communications functions including investor financial statements, digital self-service offerings and other client and advisor-facing mediums. Led over 90 staff including two Managers, responsible for the CI, Assante Wealth Management and Private Client front line service teams. Integrated mutual fund business acquisitions and their staff into the client services department prior to system conversion, streamlining functions for efficiencies while improving quality of service and service levels.

  • Director, Client Experience

    Jan 2015 - Jan 2017

  • Director, Client Reporting & Communications

    Jan 2012 - Jan 2015

  • Director, Client & Advisor Services

    Apr 2009 - Jan 2012
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  CI Global Asset Management

  Apr 2017 - May 2018

  Vice-President, Digital Marketing

  Responsible for the full execution of website transformation projects, including the implementation of SEO and measurement frameworks to drive greater digital success. Successfully executed and launched CI Financial's Investor Relations website. Leading and inspiring a results-focused digital marketing team to think strategically, collaborate and relentlessly champion a customer-centric approach.2017 SPEAKING ENGAGEMENTS:• Presented to banking professionals: "10 Lessons Learned When Conducting Qualitative Research with Financial Advisors.”• Panel member at the Customer Experience for Financial Services (CXFS) 2017 conference in Boston discussing: “Breaking Down Silos In The Organization.”• Panel member at a sponsored event for financial services professionals discussing the customer experience battleground in wealth management.• Presented a 'TED Talk' to high school students during their career week, on the importance of their digital footprint. Show less

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  State Street

  May 2018 - now

  Vice-President, Multinational Governance & Oversight