Madhavan R

Investment Banking (Morgan Stanley - Settlement Process)

• Managed settlement processes across multiple EMEA markets Spain, UK, Switzerland, Italy, Netherland and Norway.
• Specialized in risk management for cash equity stocks and Spanish stock loan deals, ensuring timely settlement in accordance with market practices.
• Handled settlement risk (stock and cash) through pre-matching activities and oversight of Prime Brokerage trades.
• Managed RD risks, monitored and maintained a shared mailbox for settlements-related inquiries, and resolved escalated client issues.
• Trained new team members on settlement processes and risk management, while addressing and solving customer queries efficiently.
• Collaborated with cross-functional teams to ensure adherence to settlement timelines and mitigate potential trade risks.

• Led the claims process, ensuring timely retrieval of documents for default properties and submission of claims as per investor guidelines.
• Collaborated with prior servicers, tax collectors, attorneys, and 3rd party vendors for documentation.
• Mentored team members, managed daily work assignments, and monitored productivity and quality metrics.
• Compiled and submitted daily and monthly business reports, highlighting team performance and challenges for client and management review.
• Conducted internal and external meetings, facilitated training sessions, and developed training plans to address performance gaps.
• Ensured compliance with project timelines and led weekly and monthly review calls with onshore teams.

• Resolved customer queries regarding home and mortgage loans through phone and email.
• Trained new hires on product knowledge and customer handling procedures.
• Maintained call quality and met customer service metrics while cross-selling banking products.
• Managed customer complaints, providing timely resolutions and exceptional service.

• Handled customer queries related to personal and auto loans and cross-sold banking products.
• Maintained a high standard of call quality and provided excellent customer service.
• Resolved customer complaints effectively, maintaining confidentiality and professionalism.