Lorraine Laville

Experience

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  Unisen Inc.

  Jan 2000 - Jan 2003

  Bilingual Client Services Supervisor

  As a Client Service Supervisor, I managed a team of 22 Client Service staff in a fast-paced multi-client call centre environment. I participated in the selection of new employees and coached, mentored, motivated and managed their performance to focus on service excellence. I prepared daily and monthly statistical and qualitative reports on call volumes, service levels and problem resolution and made recommendations for service improvements. I resolved customer service escalations through root cause analysis, solution recommendation and appropriate follow-up to ensure that the relationship between the fund company and their advisors was maintained. Show less

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  Citi

  Jan 2003 - Jan 2016

  As part of the Client Executive team, I manage C-level relationships with fund issuers and investment managers in Citi’s Canadian Fund Services division. By developing and executing a strategic account plan for each customer, I promote high levels of client satisfaction, revenue retention and growth. In collaboration with Citi’s Operations, Business Integration and Product teams, I work to ensure client issues and projects are managed in accordance with the client’s business goals, corporate culture and financial objectives. Through participation in the RFP process, contract negotiation and client on-boarding, as well as ongoing monitoring of service levels, I strive to deliver a superior customer experience to Citi's transfer agency, global custody and securities lending clients. Show less As a Dealer Relations Account Manager, I developed and maintained strong business relationships with the senior head office contacts of mutual fund brokers and dealers in Quebec and Eastern Canada. Acting as the liaison between Citi's fund manufacturer clients and their distributor network, I assisted in the resolution of any operational or procedural concerns that might negatively affect the relationship. By proactively providing the dealer head offices with operational metrics on their business, I identified opportunities for them to reduce costs and increase efficiency through the automation of financial transactions and the reduction of rejected trades. Through the creation of dealer notifications, fund information sheets and merger guides on behalf of Citi’s fund company clients, I worked to ensure the successful launch of new products and speed up the product approval process at the dealer head offices. On a semi-annual basis, I conducted dealer visits to explain any upcoming changes to be implemented by FundSERV’s Electronic Standards Group and discuss the potential impact to each dealer's business. Show less

  • Vice-President, Client Executive

    Jan 2007 - Jan 2016

  • Bilingual Dealer Account Manager - Quebec & Eastern Canada

    Jan 2003 - Jan 2007
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  The Northern Trust Company

  Jan 2016 - now

  Vice President, Client Executive

  In my role as a Client Executive within Corporate & Institutional Services, I manage the administrative and relationship needs of Northern Trusts' custody and trust services clients. As the relationship advisor and advocate, my focus is on developing long-term, rewarding partnerships between Northern Trust and our corporate and pension clients.