Manage a Client Service Group of 48 staff across 3 global locations, responsible for the firm's North American institutional clients trading Fixed Income products.Teams are responsible for the confirmation, allocation and settlement of a wide range of products including Corporate and Municipal Bonds, Treasuries and Mortgage Backed Securities.Provide a senior escalation point for clients and business unit partners to address any issues in the lifecycle of a Fixed Income trade. Leverage data analysis and product knowledge to drive continuous improvement in processes and procedures to support an expanding business.Partner with IT, Sales & Trading and Change the Bank teams to deliver improved customer service and enhanced efficiency in a heavily regulated environment. Deliver strategic direction for the continued growth of the Fixed Income Client Service Group.

Established Client Support Services model for Morgan Stanley's Listed Derivatives and OTC Cleared clients. Built out specialized teams to consolidate client margin processing, exchange margin management and derivatives clearing product support functions.Responsible for recruitment, retention and management of team of 28 to deliver the operational model change.Managed relationships with key business stakeholders in Non Market Risk, Compliance, Sales and Operations. Ensured that margin processes were developed and implemented to manage risk, meet regulatory requirements and support a rapidly growing business.Responsible for the daily processing of collateral movements and cash margin payments for the Firm's institutional clients.Worked with global counterparts to deliver the operational model change across the organization.

Managed Client Service Teams responsible for institutional clients trading Listed Derivatives and OTC Cleared Derivative products.Expanded the team in Baltimore from 2 to 15 staff, as functions and roles were migrated from New York.Developed deep understanding of regulatory requirements in Listed Derivatives margin processing.Implemented processes and procedures to support client collateral and cash movements.Served as escalation point for client queries on all futures product lifecycle events.Managed day to day communication with key external client relationships.Supported Sales & Trading partners in pitches for new business and on client relationship management visits.

Responsible for 11 staff in 2 teams performing listed derivatives trade support and client service functions. Ensure team targets and service level agreements are met through performance appraisals, staff development, performance management and absence management. Managed incoming transition of Listed Derivatives Client Service Team from London. Ensuring processes and controls embedded with no additional risk to clients or the Firm. Manage relationships for client support functions in Glasgow with key stakeholders across the Firm globally and with key clients of the Firm

Team was responsible for the drafting and maintenance of Give Up Agreements for clients trading listed derivatives.Managed outgoing transition of team from Glasgow to Mumbai. Ensured that documentation of processes and controls was complete and risk controls established prior to transition. Managed staff throughout transition to ensure levels of motivation were maintained and staff placed in other suitable roles with the Firm.

Managed a team of up to 16 staff responsible for processing an administering mortgages.Conducted performance appraisals and managed the development of staff.Employ Lean Management techniques such as Team Based Problem Solving to improve customer service and minimize risk to the Bank.