vice president operations client relationship mgmt resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Relationship Manager experienced in developing customized solutions to meet wide-ranging customer needs and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports using excellent interpersonal skills.

  • Interpersonal and client communications
  • Knowledge of financial products
  • Process improvement
  • Relationship cultivation and retention
  • Analytical skills
  • Organized with attention to detail
Work History
Vice President Operations Client Relationship Mgmt, 06/2019 to Current
Morgan StanleyCity, STATE,
  • Manage operations relationship of firm's top institutional clients across products and processes from trade confirmation to settlements and reconciliation.
  • Cultivated and continue to maintain relationships with executive leadership at client through in-person meetings and remotely through video meetings, phone calls, emails and chats.
  • Regularly meet with clients to review operational feedback and propose technology or process changes to increase efficiency using metrics and sharing knowledge from experience with other clients.
  • Connect with Senior Relationship Managers of high focus clients in business unit for awareness of upcoming business, understand where firm is looking to increase wallet share and to discuss high level operational feedback and highlights.
  • Collaborate with senior executives of product areas to share data and feedback from clients to communicate any service level concerns or trends
  • Maintain knowledge on various technology offerings both internally and externally as well as upcoming regulations to communicate with clients effectively and assist in preparation for technology or regulatory changes.
  • Continuous improvement to increase operational efficiency internally or partner with clients to change behavior. Realized time savings ranging between 2 minutes to 2 hours a day
  • Use metrics to highlight clients who generate low revenue and have high complex processes and low efficiency.
  • Provided feedback and tested internal tools used to capture metrics and client intel for trend analysis and targeted conversations.
  • Provide client service excellence training to Analysts and Associates to provide superior client service to internal and external clients.
Vice President, Regulatory Onboarding Manager, 01/2015 to 05/2019
Morgan StanleyCity, STATE,
  • Collaborated with Change the Bank, Non-Market Risk, Global Finance Crimes and Regulatory Support to roll out US KYC policy changes globally, implementing massive changes to KYC onboarding process including addition of FinCEN CDD rule
  • Managed escalations from clients and business units by understanding underlying issue or concern and working internally to quickly provide solutions while managing expectations.
  • Responded to ongoing Global Financial Crimes, internal and external auditors, and regulator testing on processes to ensure firm complied with regulatory requirements
  • Grew team from 3 to 9 members providing training and development
  • Documented processes with procedures and Visio diagrams, and provided training to global team using PowerPoint presentations via Skype
Director, KYC/AML Periodic Refresh Outreach Manager, 07/2014 to 12/2014
Morgan StanleyCity, STATE,
  • Independently managed team of consultants tasked with outreach to external clients as required by AML policy to periodically refresh data and documents.
  • Held weekly meetings with Non-Market Risk, Global Financial Crimes and management to provide updates and escalate issues by providing clear metrics showing progress and bottlenecks in process.
  • Successfully deployed outreach function, moving 8 heads to Budapest as part of firm's location strategy.
Director, Listed Derivatives Client Service Representative, 04/2008 to 07/2014
Morgan StanleyCity, STATE,
  • Managed high profile institutional and hedge fund client accounts building on relationships with day-to-day communication and regular in-person visits with Business Unit Relationship Managers and/or Sales.
  • Demonstrated systems and tools available to allow clients to access trade information quickly and efficiently through client-facing tool or through automated reports.
  • Verified correct daily margin amounts and manage fund movements ensuring that firm holds minimum amount of margin required to reduce risk.
  • Liaised internally including with Sales, Traders and Operations to provide client single point of contact for inquiries and to resolve trade issues on timely basis to avoid risk to client and to firm on unallocated trades or trade discrepancies.
  • Took lead in North America to work with Sales, IT, and Client Service in London and Asia to build new client platform allowing easier accessibility to historical and top day information and reports.
MBA: Financial Instruments & Mkts, Finance, and Leadership & Change Mgmt, Expected in to NEW YORK UNIVERSITY, Leonard N. Stern School Of Business - New York, NY,
Bachelor of Science: Management, Finance, Minor: Spanish, Expected in to BINGHAMTON UNIVERSITY, School Of Management - Binghamton, NY,
Additional Information
  • Series 3, 7 and 63 Certified
  • Certified Anti-Money Laundering Specialist (CAMS)
  • Volunteer for Ruff House Rescue, Inc.

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Resume Overview

School Attended

  • NEW YORK UNIVERSITY, Leonard N. Stern School Of Business
  • BINGHAMTON UNIVERSITY, School Of Management

Job Titles Held:

  • Vice President Operations Client Relationship Mgmt
  • Vice President, Regulatory Onboarding Manager
  • Director, KYC/AML Periodic Refresh Outreach Manager
  • Director, Listed Derivatives Client Service Representative


  • MBA
  • Bachelor of Science

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