MICHELLE D'COSTA
Bengaluru
Summary
Senior Executive with 17 years of experience in Banking Operations, Business Management, and Vendor Management. Specializing in digital strategy design, operations transformation, and technology implementation. Proven track record in enhancing client experiences, managing risks, and driving operational excellence. Skilled in Advanced Excel, Power BI, and fostering collaborative success.
Overview
15
15
years of professional experience
Work History
Director - Operations COO Office
MORGAN STANLEY ADVANTAGE SERVICES
Bengaluru
10.2023 - Current
- Partnership with the India Operations COO and the Head of India Operations to align and execute strategic operational initiatives
- Supporting the Bangalore Operations site lead in daily management and business initiatives
- Analyzing MIS reports, KPI metrics, and presenting them to senior management
- Hosting leadership meetings to drive the operations agenda, including workforce strategy
- Coordinating workforce optimization, location strategy, and real estate activities across Mumbai and Bangalore
- Partnering with the Risk team in developing and maintaining Contingency/Business Continuity Plans (BCP) to safeguard operations resilience
- Collaborating with the Tax and Internal Audit teams on various regulatory and audit requirements for the Operations division, to ensure compliance and efficiency
- Managing vendor relationships and establishing a robust governance model
- Managing vendor headcount financials and IT asset billing
- Organizing India Operations events, and establishing a robust network across Operations and the Global Center (GCs)
Senior Manager - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
Mumbai
01.2022 - 09.2023
- Focused on delivering expertise in revenue, client performance reporting and thorough analysis
- Led training committee to drive workforce development initiatives
- Partnered with Equity Sales to drive the account reviews globally
- Designed multiple speaker series sessions with senior leadership
- Supervised the financial invoice management process and facilitated client onboarding for CSA, CCA, and outsourced trading
- Developed comprehensive client briefing notes for senior management
- Conducted in-depth competitive landscape assessments to identify industry trends
- Leveraged predictive modeling to identify potential client attendees for corporate access events
Manager - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
Mumbai
01.2020 - 12.2021
- Specialized in business performance reporting, KPI tracking, and comprehensive analysis
- Directed efforts in automating processes, reducing manual workload by over 300 hours
- Processed client invoices and facilitated client onboarding for CSA/CCA, and outsourced trading
- Developed comprehensive client briefing notes for the CEO and senior management
- Performed client segmentation to enhance strategic planning
- Conducted competitive landscape assessments to identify industry trends
- Leveraged predictive modeling to identify potential client attendees for corporate access events
- Facilitated training for Asia based Sales and Traders on enhanced CRM capabilities
Team Leader - Global Markets Group
MORGAN STANLEY ADVANTAGE SERVICES
Mumbai
01.2017 - 12.2019
- Presenting equity business performance and a comprehensive analysis to senior management globally
- Spearheaded automation initiatives to eliminate 200 hours of manual effort
- Supervised collaborative efforts of a working group comprising 10 committee members and 3 FTEs
- Processed client invoices and facilitated client onboarding for CSA, CCA, and outsourced trading
- Developed comprehensive client briefing notes for the senior management
- Enhanced strategic planning through client segmentation and adoption of new technologies
- Conducted competitive landscape assessments to identify industry trends
Associate - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
Mumbai
01.2014 - 12.2016
- Specialized in creating detailed equity performance reports
- Built subject matter expertise in client reporting and analysis
- Developed comprehensive client briefing notes for senior management
- Executed segmentation of clients to optimize strategic initiatives
- Built a monetization model for the success evaluation of corporate access events
- Developed knowledge-sharing sessions for equity sales traders to utilize CRM systems
Analyst - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
Mumbai
07.2012 - 12.2013
- Conducted thorough assessment of corporate access data to highlight key thematic
- Implemented process automation, cutting manual workload by 20 hours
- Partnered with Technology team for improving current CRM/Business Products
- Designed an effective vote-capturing platform for capturing and maintaining client votes
- Collaborated with Equity Sales Assistants to exchange effective data maintenance strategies
Business Analyst
TATA CONSULTANCY SERVICES
Mumbai
03.2011 - 01.2012
- Ensured timely and precise submission of reports and analyses to various teams, including circle, regional, and corporate levels
- Conducted in-depth analysis for management through various assignments
- Enhanced team performance by generating detailed process summaries
- Provided valuable insights by analyzing payment decline data and client feedback
- Facilitated improved teamwork and outcomes through comprehensive training
Analyst
JP MORGAN CHASE
Mumbai
09.2009 - 02.2011
- Ensured compliance with client instructions while managing electronic fund transactions through SWIFT
- Executed cross-border payments and inter-account transfers for JP Morgan CHASE in London, Mexico and Canada
- Managed and closed PRPC investigation cases triggered by unsuccessful payments within designated TAT
- Resolved cases by communicating effectively with internal and external clients
- Prepared straight-through projects to enhance processes
- Managed the currency cut-off schedule for various currency deadlines
- Performed various processing functions within the unit, ensuring that all relevant deadlines and stipulated controls are met
- Managed cash positioning by aligning ATRs with 910s
- Developed AIRS automation process for seamless regular payments
- Led orientation programs to integrate new team members
- Maintained utmost compliance with relevant regulations
Education
MSc. - Applied Finance
NMIMS
12.2024
M.Com -
Mumbai University
12.2010
B. Com -
Mumbai University
12.2008
Skills
- Stakeholder Relationship Management
- Strategic Planning and Execution
- Budgeting and Cost-Saving Analysis
- Data analytics
- Data Visualization
- Performance metrics development
- Project Management
- SAP BusinessObjects
- Advanced MS Excel
- Power Query
- DAX
- Power BI
- QlikView
- Vendor relationship management
Accomplishments
- Successfully managed stakeholder relationships and spearheaded process improvements, leading to 5 FTE saves.
- Delivered $1.6m direct P&L cost reduction through operating model improvements, continuous enhancement, and technology program delivery using tools like Power BI, QlikView and Vendor engagements.
- Awarded for contribution towards organizing philanthropy events.
- Awarded for driving positive impact through various Training sessions for 250+ Employees.
- Facilitated Leadership Networking and Connectivity sessions seamlessly for 350 Employees.
- Facilitated multiple speaker series session with Senior management and technical skills session for over 200 Employees.
References
References available upon request.
Timeline
Director - Operations COO Office
MORGAN STANLEY ADVANTAGE SERVICES
10.2023 - Current
Senior Manager - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
01.2022 - 09.2023
Manager - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
01.2020 - 12.2021
Team Leader - Global Markets Group
MORGAN STANLEY ADVANTAGE SERVICES
01.2017 - 12.2019
Associate - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
01.2014 - 12.2016
Analyst - Client and Business Analytics
MORGAN STANLEY ADVANTAGE SERVICES
07.2012 - 12.2013
Business Analyst
TATA CONSULTANCY SERVICES
03.2011 - 01.2012
Analyst
JP MORGAN CHASE
09.2009 - 02.2011
MSc. - Applied Finance
NMIMS
M.Com -
Mumbai University
B. Com -
Mumbai University
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