Management Manager

Patricia Neil

** ****** ****** . **** ******, NJ 07052

*****.****@*****.*** . C: 973-***-**** . H: 973-***-****

Senior Operations Executive

Strategic Operations Planning / Infrastructure Management / Process

Improvement

Highly skilled senior financial services manager with a solid record of

achievement, developing and directing strategic initiatives in operations,

business development and client services. Resourceful business strategist

adept at identifying and promoting new business objectives. Keen analyst

with the ability to design effective solutions that positively impact the

bottom line through cost reductions and productivity improvement.

Motivational leader with excellent communication and training skills with a

successful history managing large teams of internal and external resources.

Strongly customer focused, highly flexible, and adaptable to change.

OPERATIONS AND MANAGEMENT STRENGTHS:

STRATEGIC PLANNING & IMPLEMENTATION Budget Administration / Management

Cost Reduction and Avoidance Customer Support / Service

Project Lifecycle Management Operations Analysis / Process

Recruiting, Staffing & Teambuilding Redesign

Risk Analysis & Management Contract Negotiation & Management

Client Data Management Vendor Evaluation & Management

Product Lifecycle Management

Professional Experience

MORGAN STANLEY - NEW YORK, NY

Advanced through a series of increasingly complex roles with broad

operational responsibilities for the accurate and timely management of

significant business segments and associated projects.

Vice President and Group Manager (1999- March 2009)

Oversee operations, systems development and ongoing support for retirement

and 529 plans totaling 1.3M accounts holding $135B in assets. Support these

accounts from inception through close.

Develop and execute business and process reengineering strategies through

the creation of workflows and other systemic solutions that bring increased

ease of use and productivity to internal and external users across

retirement operations. Serve as department liaison to internal audit groups

(e.g., regulatory and Sarbanes Oxley matters). Hold additional

responsibilities for address management, including disposition of all

undeliverable mail returned to the firm. Enhance the public image of the

company in the community through volunteer and industry events.

Manage staffing according to capacity planning (currently at 60

individuals) and a $8M budget. Seek out vendors and develop projects that

improve infrastructure, processes and services. Drove the overall process

of designing and delivering changes that leverage resources, increase

productivity and reduce costs.

Selected Contributions:

- Increased departmental productivity by 25% through the use of capacity

planning and individual performance metrics and training.

- Implemented regulatory and legal changes throughout the Firm and

product stream to ensure compliance. Reengineered fee processing,

required minimum distributions, statements, uniform books and records

(UBR), Patriot Act (AML), inherited IRAs, and other aspects of

retirement processing.

- Implemented Digital Mail for address management, a pilot solution that

streamlined processing returned statements, confirmations and tax

forms while creating an audit trail for unreachable clients. Delivered

an immediate expense reduction of $650k to the P&L, with projected

savings of $2.7M over two years.

- Inserted a third party vendor into the firm change of address process

to locate and reestablish approximately 65K undeliverable accounts

with an asset value of $1B, returning them to an active, revenue-

producing state.

- Closely involved with a strategic pricing and fee restructuring

initiative that created $25M in revenue.

- Held additional responsibility from 2002-2005 for remote management of

a National New Accounts group of 85 located in Dallas. Designed the

operations and technology support for Patriot Act, Uniform Books and

Records and Travel Rule, regulatory items that impact every account at

the Firm.

- Implemented FA view for Retirement History and tax forms, reducing

back office requests by 15%.

- Consolidated New account groups across Operations, reducing headcount

and overall expenses by $1.5M.

- Created BCP (Business continuity plan) for Retirement Operations and

National New Accounts.

- Designed and Implemented Charitable Distribution processing in October

2006 resulting in 1000 clients donating more that $16.5 million to

charities in 2006.

Department Manager - Retirement Plan Operations (1998 to 1999): Managed a

staff of 45 through a highly challenging tax season that saw the

introduction of ROTH accounts. Trained staff on IRS rules and cross trained

the entire retirement operations staff, organizing regional teams to combat

the tremendous volume which peaked at 12,000 daily ROTH conversions.

Slashed branch rejections (typically involving incomplete or erroneous

documentation) and rework by 73%. The reorganization created a system to

track and identify training and support needs by branch, improving overall

quality and productivity.

Retirement Operations Specialist (1997 to 1998): Liaison to Wells Fargo,

Nations Bank and Banc One regarding retirement accounts. Responsible for

non-traditional investments such as non-publicly traded security purchases

in a retirement plan.

Senior Compliance Officer (1995 to 1997): As a regional branch auditor,

traveled throughout the East Coast to ensure branch compliance. Performed

monthly trade surveillance and option P&L analysis for active accounts.

Responded to inquiries from customers, NYSE, NASD, SEC and other agencies.

Liaison between brokers and clients regarding trading rules and

regulations. Oversaw garnishments, tax levies, and court orders.

Branch Operations Manager (1994 to 1995): Managed a staff of 32 operations

and sales assistants for an office of 48 brokers. Managed account openings,

cashiering, trading, order entry, compliance, and training. Reconciled

daily business. Researched customer complaints and legal inquiries received

from Compliance and Legal Departments and external regulators.

Additional Retirement Operations Experience

(1988-1994)

Supervisor ~ Senior Branch Representative ~ Senior Clerk

Education and Credentials

NASD SERIES 7 AND 63 LICENSES & NJ LIFE AND HEALTH INSURANCE LICENSES

Business Management & Marketing Studies ( University of Phoenix

Project Management Certificate Program ( International Institute of

Learning

Conferences & Training

SIFMA (Securities Industry and Financial Markets Assoc.) Conferences:

Retirement, AML and Data Management

NAST (National Association of State Treasurers) Conferences

Hammer & Company: Process Design & Implementation, Reengineering & Change

Management

Bisys: Retirement industry courses

Technical Skills

Strong technical background includes MS Project, Visio, Access, Outlook,

Excel, TSO/SQL, Powerpoint and Word

Professional Associations

SIFMA - Data Management Committee

Contact this candidate