Manager Customer Service

RICHARD FORBERG

*** ********** ***** ~ Oakdale, New York 11769

Phone: 631-***-**** ~ Email: *********@*****.***

Summary of Qualifications

A highly acclaimed and experienced Operations Executive achieving success

through team building, collaboration, delegation, metric reporting and

networking. Results focused and effectual manager who has conceived,

developed and implemented multiple projects related to productivity

enhancements, cost improvements and revenue retention with close attention

to budgets, risk exposure and regulatory impacts. Strong planning,

organizational and communication skills with the ability to independently

plan and direct all levels of business affairs. Proven ability to build and

foster strategic business relationships with corporate level executives,

creating Client loyalty resulting in increased revenues and bottom-line

profitability. Exceeds goals with focus on minimizing Operational risks,

reducing costs, and meeting regulatory requirements through technology

development, control metrics, smart-sourcing deployment and ongoing staff

education.

. Client Relationship Manager . Senior Risk Manager

. Project Management

. Vendor Relations . Budgeting and Forecasting

. Productivity Enhancement

. Business Process Reengineering . Recruitment and Retention

. Change Management

Professional Experience

MORGAN STANLEY, New York, NY

VICE PRESIDENT 1990-PRESENT

FX Operations Client Service Group (2009-Present)

Senior Officer supervising our North American Foreign Exchange Client

Service Group providing market-leading Operations performance while

reacting promptly and effectively to the dynamic requirements of our

diverse global Client base. Responsible for proactively managing specific

Client relationships both strategically and tactically, responding to

Client escalations and enquiries on a daily basis. Concurrently

recruits, trains and manages multisite Operations staff in New York,

Baltimore and India.

. Conduct performance review meetings and surveys with Clients to ensure

service levels are met and to measure Client interest in new

initiatives and efficiency enhancements

. Develop annual Operational Budgets for FX Division with quarterly

review oversight

. Firm representative subject matter expert for CME working group

commissioned to deliver Dodd-Frank mandated FX Clearing designed to

provide market participants with post execution settlement risk

mitigation

. Spearheaded initiatives to increase Straight Through Processing (STP)

efforts which have significantly reduced manual Operational processing

errors by over 70%

. Operational Budget costs for Division have been reduced 25% through

increased automation and efficiency while supported business volumes

have increased over 300%

. Extensive Project Management work includes global branch (London,

Shanghai, Hong Kong, Tokyo, Sao Paulo) reengineering project to

develop consistent regional solutions to enhance competitiveness,

increase revenues, and improve Customer service

. Global leader responsible for coordinating annual Federal Regulatory

examinations and audits with Federal Reserve Bank (FRB) and Office of

Comptroller of the Currency (OCC)

. Lead Officer owning Sarbanes-Oxley (SOX 404) Assessments for FX

compliance

RICHARD FORBERG Page 2

Interest Rate Derivatives/EM Trade Support Group (2006-2009)

Supervised Trade Support Group responsible for Position and P/L

maintenance, trade enrichment/completion and Client allocations while

acting as a liaison between the Sales/Trading Desks and the Operations,

Documentation, Controllers, Treasury and Credit Groups. EM Risk Manager

responsible for controlling and reporting Operational Risk for New York

and Sao Paulo Trading Desks.

. Led strategic efforts to renovate existing global internal trade

matching platforms which resulted in 80 % reduction in processing

error rates

. Spearheaded divisional Segregation of Duties efforts to enhance risk

reduction initiative

. Orchestrated global EM Operations offsite and working group to adopt

consistent procedures to deliver innovative and transparent governance

of complex business

. Working in partnership with our EM teams in Brazil, Eastern Europe and

Asia has provided extensive cross-regional experience and enabled me

to develop a deep understanding of diverse cultural and regional

business practices

Emerging Markets/ Prop Trading TSG (2000-2006)

Responsible for building Operational coverage team from inception to

support newly founded Emerging Markets Joint Venture Trading Desk.

. Provided support for all traded products including Interest Rate, Bond

and Equity futures; Commodity and Precious Metal Trading; Interest

Rate Swap, Bond and Equity Trading; Foreign Exchange Cash and Option

Trading

. Led Operational team in the planning, development, testing and

implementation of the Trading Desk's new Foreign Exchange Prime

Brokerage Business

. Championed EM Operational support structure reorganization from a

'Support by Desk' model to a 'Support by Product' model. As evidence

of its success, this restructuring was adopted across all Morgan

Stanley Trade Support teams eliminating key person dependencies and

adding significant product depth experience to business partners

Foreign Exchange Structured Products Group (1998-2000)

Associate

. Managed NDF Documentation and Confirmation Group

Foreign Exchange Operations (1990-1998)

Analyst/Associate

Personal

. Captain on Division I Villanova Men's Soccer team

. Completed NYC Marathon

. Interest include following the Financial Markets, Golfing, Jogging and

Boating

Education

VILLANOVA UNIVERSITY 1990

Villanova, Pennsylvania

Bachelor of Science; Business Administration and Finance

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