Highlights

Robin has spent her career helping financial services firms achieve their financial, operating and customer service goals, with over 20 years experience in senior financial and operations executive roles at major US firms.

Specialties

Analysis & Metrics, Performance Benchmarking, Capacity Management, Financial and Operational Management Reporting, Call Center Optimization

Relevant Experience

  • Robin led the TIAA Cref engagement focused on competitive cost analysis of key areas within the call center environment and has worked with several defined contribution firms to assess their operations and financial performance metrics against industry benchmarks
  • She implemented processes, analytics and management reporting across multiple operations groups to drive and manage corporate transformation goals
  • As head of Fidelity Investment’s call center analytics team, Robin designed and implemented capacity management and operations reporting capabilities that both reduced costs and improved the customer experience
  • In increasingly senior Finance roles, she implemented re-pricing strategies in the Canadian intermediary and US discount brokerage markets
  • Robin designed and implemented a multi-channel sales compensation system to improve efficiency, controls and consistency
  • As a member of the Fidelity Investments management team for 15 years, she assisted multiple businesses in defining and achieving strategic goals

Prior Positions Held

  • Senior Vice President, Institutional Call Center Operations – Fidelity Investments
  • Senior Vice President, Finance, CFO Fidelity Investments Canada Limited – Fidelity Investments
  • Senior Vice President, Director Finance, Research & Management Corporate Services – Fidelity Investments
  • Senior Director – Charles Schwab

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