Allen Hayes

Bronx, New York                                                                                                                                                                        Arhayes@Verizon.net

M: (917) 679-6337                                                                                                  https://www.linkedin.com/in/allen-hayes-04040b46
Summary

Accomplished Custody and Client Services professional with expertise in managing end to end custody operations and large scale implementations. Recognized for strong partnerships with sales in securing new relationships, as attentiveness to client needs and servicing accounts with precision as a guide principle. Core foundation in securities operations and cash with a strong partnership with technology colleagues.

CORE COMPETENCIES

·      Client Relationship Management

·      Assessing Client Needs

·      Contingency Planning & Testing

·      Employee & Resource Management

·      Project Management

·      Client On-Boarding & Off-Boarding

·      SharePoint

·      System and Process Implementation
·      Team Building and Coaching

·      Operational and Client Liaison

·      Problem Solving / Work Around Solutions

·      Risk Mitigation Review / Gap Analysis

·      Policy  and Procedures – Review and Revise

·      Internal System Access Management

·      Back, Middle and Front Office Experience

·      Swift  – Straight Thru Processing and Reporting
PROFESSIONAL EXPERIENCE

The BANK OF NEW YORK MELLON, New York                                                                                                                      1996-2017

Lead Implementation Project Manager – Vice President

Led a team charged to migrate institutional custody clients and related cash / currency accounts, from legacy settlement systems to a new global platform. Migrated 239 custody relationships, comprising of 14,792 accounts with, 292,030 lines of assets. Coordinating efforts with internal business partners, relationship/ sales teams, and clients. Successfully converted 95% of clients from legacy securities and control systems, to targeted platform in a nine month period. The time outlined by senior management was twelve months, results in exceeding expectations. All projects were completed on time with little or no post project issues and with no cost over runs.

Created and Implementing both internal and client project plans.
Create, review, and implement project milestones. Monitored and reviewed project outcomes.
Reviewed and mitigated risk and to ensure project plans are in scope of the banks policies, procedures and audit requirements.
Reviewed client instructions and reporting requirements, including third parties, investment managers and related counter-parties, to ensure all aspects were covered in project plans.
Analyzed any potential costs associated with projects and escalated concerns as appropriate.
Developed work-arounds and or business solutions for non-standard processes. Documented and communicated changes.
Provided management with project updates via project tracking systems, addressing management concerns through regular updates.
Scheduled and coordinated system integration, programming and testing, to ensure no disruption in client reporting and processing post migration. .
Client Services Group Manager – Vice President

Managed daily operations of a Client Servicing Team responsible for large institutional banks (EMEA), and related affiliates in the US, as well as World Bank accounts. Applying highest level of client servicing to ensure that clients’ expectations were met. Reviewed all client inquiries entered in company Inquiry Management System. Monitored inquiries to certify all were properly captured and addressed in timely and professional manner. Supervised staff of Client Services Representatives (8 official staff) and a Staff Assistant, including development and training, performance measurement and ongoing coaching as part of succession planning. Served as back-up to the Head of Client Services. Successfully maintained and developed client relationships with no financial losses due to team processing errors.

Implemented new company policy, procedures, and internal controls, and ensured they were diligently adhered to by team and by other relevant staff.
Mitigated risk and potential financial and reputational losses by enforcing internal controls and proposing recommendations to establish, amend, and enhance control procedures
Prevented significant and potential (financial & reputational) losses to company, arising from TPMG claims, by monitoring company system queues for proper and timely settlement.
Performed regular client health check calls, and client visits (domestic and overseas), to ensure quality of service was exceeding client expectations and implemented Client Service Escalation Procedure to address potential issues or concerns.
Assisted Relationship Management with developing new or onboarding additional business, client issues, new services or enhancements, selling or cross selling opportunities and participating in conference calls and client visits both domestically and abroad.
Investigated, analyzed and determined root causes of client issues or processing concerns. Harmonized relations and efforts with the various business units to address, resolve, and prevent reoccurrence.
Evaluated and approved new account opening documentation in accordance with company Know Your Customer (KYC) and Business Customer Profile (BCP) policies. Identified and improved processes via automation to reduce cost, risk and client servicing
Assistant Client Services Team Manager – Assistant Vice President

Served as a back-up to Client Team Manager. Ensured account coverage for servicing team. Provided timely and accurate client servicing for foreign banks, mutual funds, corporations and insurance companies.

RELEVANT INFORMATION

JP MORGAN & CO., Incorporated                                                                                                                                          1977-1996

Client Service Representative Officer (Associate) –Servicing large Institutional Mutual Funds and Insurance Companies.
Depository Trust Company (DTC and FRB) Processing Supervisor
Stock and Bond Transfer Supervisor
GROUPS AND COMMITTEES

Custody Policy and Procedures Committee
Swift Enhancements and Implementation Committee
Client First Committee
Client Services and Operational Group
Tax and Client Documentation Group
CERTIFICATIONS

Treasury Management Association (TMA) – Certified Cash Manager

American Institute of Public Accountants

Tax issues in Bankruptcy
Fraud Detection and Prevention
License

New York State Notary Public