A Look Inside the Client Service Experience

Q&A Interview with Linda Derrick of Corporate Trust

page title

A Look Inside the Client Service Experience

Q&A Interview with Linda Derrick of Corporate Trust

May 2020

Tell us about your background and more about your role within Corporate Trust.

 

As the Global Head of Client Service for Corporate Trust, I lead the long-term and strategic planning for improving the overall client experience. Previously, I led the transformation strategy across Investment Services and worked closely with businesses and business partner groups to achieve the company’s growth and change objectives.

 

How has the client service pivoted as a result of COVID-19?

 

With our 2020 client service business objectives in mind, we’ve continued to digitize our core functions and execute our platform strategy to help establish a solid foundation for our clients. We are happy to see them leaning on us and getting the most out of our digital solutions to send and process trade, payment and corporate action instructions. And as the pandemic came to a head, clients continued to re-emphasize the importance of transaction timeliness; we wanted them to know how valuable their feedback was to us, so we worked closely with clients and their partners to leverage e-signatures on new deals to help move the process forward faster.

 

How has collaboration among client service teams and departments across the enterprise changed due to the current market conditions?

 

Working for a global company, we are used to hosting audio and video conference calls on a regular basis, but now that 98% of employees are working remotely, it’s become an even more valuable tool. We understand that market and business operating conditions have pivoted, and that the frequency of daily meetings (and sometimes multiple calls a day) are enabling us to remain agile and address situations as they arise.

 

Can you share some client feedback on our delivery of services during this time?

 

Business continuity planning has given us real life practice navigating weather-related events and other business disruptions. It’s enabled our team to move quickly to a new work setting while seamlessly delivering quality service to clients as they move to alternative modes of operation. Our teams’ diligence and commitment to clients has generated excellent feedback that I’m truly proud of. Here are just two recent examples:

 

“One more time our partnership has showed high collaboration, and resilience. You were able to deliver a fantastic quality of service, and bring great flexibility to adapt to the COVID19 pandemic. We sincerely appreciate the high level of detail and accountability for all our requests and mainly the way you conduct business as a whole. Our teams could not be more satisfied with your professionalism, and we look forward to continuing this relationship.”

 

“The BNY Mellon team has gone above & beyond helping us out. [Our] team has been working every day for the last two weeks & I can’t express upon you enough how great it is to have our Bank contacts right there with us to assist us with any requests we have.”

 

Their appreciation is a catalyst to continue to go above and beyond.


About Linda Derrick

 

Linda Derrick serves as the Global Head of Client Service for Corporate Trust. She leads long-term and strategic planning for Global Client Service focused on improving the overall client experience.

 

Prior to her current role, Linda led the transformation strategy across Investment Services and worked closely with businesses and business partner groups to achieve the company’s growth and change objectives.

 

Linda joined the company in 1993 and held various marketing positions in PC Financial Network (an early leader in online brokerage) before joining Pershing’s Marketing and Communications Group, where she was responsible for client and internal communications, product marketing, interactive marketing, public relations, business planning and innovation functions across all market segments.

 

Linda serves on the Board of Directors for the YWCA of NYC. She is a member of the Women’s Initiative Network Operating Council, a co-chair of its External Partnership group, and has co-leadership responsibility to manage the relationships with the Financial Women’s Association and Women’s Bond Club.

 

She earned a Bachelor of Science degree in Finance and a Master of Business Administration degree in Marketing from Old Dominion University. She has also completed the Securities Industry Institute® program, sponsored by the Securities Industry and Financial Markets Association (SIFMA), at the Wharton School of the University of Pennsylvania.

Linda Derrick

Global Head of Client Service for Corporate Trust

Ready to grow

your business?

Speak to our team.

Ready to grow your business? Speak to our team.