Michelle Forward
Overview
28
28
years of professional experience
Work History
Managing Director
BNY
08.2024 - Current
- Appointed by executive leadership to stabilize, modernize and transform a complex global legacy lockbox organization of more than 550 employees, improving operational performance while delivering large-scale transformation.
- Led enterprise AI automation initiatives eliminating more than 2.1 million manual touchpoints annually, reducing manual activity by 35% and delivering 33 FTE savings.
- Delivered 119 FTE efficiency savings against a target of 38 through process redesign, organizational simplification and automation.
- Consolidated client-facing teams into a single operating model, boosting capacity and client responsiveness.
- Achieved 50+ FTE reductions through organizational redesign, retaining talent via internal mobility.
- Developed the strategic roadmap for next-generation operational transformation through enterprise process re-engineering.
Managing Director
BNY
03.2024 - 07.2024
- Established Inquiry Management capability within BNY's Payments Enablement Platform, enhancing service delivery and responsiveness.
- Built function from inception, defining governance and operating model while engaging key stakeholders to ensure alignment.
- Established the organization during a significant enterprise operating model transformation.
- Cultivated executive credibility in a strategic business area, establishing trust and fostering collaboration among leadership.
Senior Director
BNY
04.2023 - 02.2024
- Relocated from UK to USA to lead a global client service organization of 110 employees across North America, Europe and Asia supporting strategic institutional clients.
- Expanded the Client Service Director organization from 6 to 16 leaders supporting approximately 250 strategic top tier clients.
- Reduced client enquiries by over 34,000 (52%) through self-service transformation, enhancing client satisfaction and operational efficiency.
- Delivered $1.3 million in cost savings ahead of plan by streamlining processes and optimizing resource allocation.
- Developed future global Client Service strategy focused on speed, quality, and client experience, positioning organization for improved competitiveness.
- Integrated 44 operations employees into Client Service to streamline operating model.
- Developed and implemented an enterprise Incident Management Playbook adopted globally.
Senior Director
BNY
04.2020 - 04.2023
- Directed enterprise CRM transformation to optimize client service operations.
- Redesigned global servicing model, gaining executive approval for implementation.
- Established global Client Service Director function to enhance service delivery.
Director
BNY
04.2020 - 08.2021
- Established governance framework for enterprise optimisation programmes to ensure alignment with organisational goals.
- Redesigned operating model to support implementation of new global CRM platform, improving client service delivery.
- Developed long-term strategy for global client service to enhance client engagement.
Director
BNY
08.2017 - 03.2020
- Reduced average Time to Revenue for client onboarding from 34 days to 13 days.
- Simplified executive reporting by reducing KRIs from 42 to 11, enhancing clarity for decision-making.
- Represented business in redesigning enterprise client onboarding programmes, improving client integration process.
- Restored regulatory compliance by leading recovery of global KYC periodic review program, ensuring adherence to industry standards.
Senior Vice President
BNY
04.2014 - 07.2017
- Directed operational readiness for strategic payment platform implementation, ensuring seamless transition and integration.
- Led European payments operations and transformed global operating model to enhance service delivery.
- Facilitated key leadership in BNY's CHAPS implementation to ensure compliance and operational efficiency.
- Managed offshore transition efforts for improved operational efficiency.
Senior Vice President
BNY
07.2013 - 03.2014
- Led UK Cash Operations through organisational transformation, enhancing operational effectiveness.
- Implemented enterprise Root Cause Analysis governance, fostering a culture of continuous improvement.
- Redesigned operations to support major cost reduction initiatives, streamlining processes.
Senior Vice President
BNY
11.2007 - 06.2013
- Transformed high-turnover operation into stable, high-performing organization, enhancing employee retention and morale.
- Expanded departmental capacity from 52 to 99 employees, supporting growth and increasing service delivery capabilities.
- Coordinated international migration of work from the United States to Manchester, streamlining operations and improving collaboration.
- Honored with BNY STAR Award for exemplary contributions acknowledged by the CEO.
Senior Operations Manager
Barclays Bank PLC
03.2002 - 10.2007
- Led cross-border payments operation with 600+ employees, achieving service improvements and driving organizational development initiatives.
- Led cross-functional teams in executing strategic initiatives aligned with corporate goals.
- Developed and implemented process improvements to enhance operational efficiency.
- Directed daily operations to ensure compliance with banking regulations and standards.
Operations Manager
Barclays Bank PLC
01.2000 - 02.2002
- Led recovery of failing international payments operation, eliminating service backlogs and restoring customer satisfaction.
- Managed daily operations to enhance service efficiency and customer satisfaction.
- Developed operational strategies to streamline processes and reduce costs.
- Oversaw team performance, ensuring adherence to compliance and regulatory standards.
Customer Services Manager
Barclays Bank PLC
11.1998 - 12.1999
- Managed customer service operations to enhance client satisfaction at Barclays Bank.
- Led a team of representatives in resolving customer inquiries and issues effectively.
- Developed training programs to improve staff performance and service delivery standards.
- Led team of 140 employees to enhance service quality, productivity, and employee engagement.
Skills
- Executive Leadership
- Global Operations
- Business Transformation
- Digital Transformation
- Operational Excellence
- Operating Model Design
- Cost Optimization
- Vendor Management
- Stakeholder Management
- Organizational Change
- Client Experience
- Process Reengineering
- Leadership Development
- Continuous Improvement
Executive Profile - Summary
Dynamic Managing Director and global operations executive with more than 25 years of experience transforming large-scale financial services organisations across North America, Europe and Asia. Expertise in leading large teams, optimizing processes, and leveraging AI to enhance operational performance, resulting in significant cost savings and improved client responsiveness in complex environments. Recognised for leading complex operational turnarounds, delivering enterprise transformation programmes and building high-performing leadership teams. Extensive experience leading organisations of more than 550 employees, driving operational excellence through AI, automation, process redesign, outsourcing and organisational simplification while maintaining exceptional client outcomes. Known as a decisive, energetic and highly collaborative leader who quickly earns executive credibility, simplifies complex problems and delivers measurable business results during periods of significant organisational change.
Earlier Career
Various operational and customer service roles within Barclays Bank, progressing rapidly into management through a consistent record of high performance.
Awards
- BNY STAR Award presented by CEO
- Selected for BNY Rising Women Leaders Programme
- UK Northern Women Power List
- Member of Pittsburgh Leadership Team
- Member of Manchester Leadership Team
Professional Highlights
- Led global organisations of more than 550 employees
- Delivered 170+ FTE productivity savings
- Eliminated 2.1 million manual processing touchpoints annually
- Delivered multi-million dollar operational savings
- Built multiple global organisations from inception
- Led transformation across North America, Europe and Asia
- Executive sponsor for AI-enabled operational transformation
- Recognised for leading complex turnaround programmes
Timeline
Managing Director
BNY
08.2024 - Current
Managing Director
BNY
03.2024 - 07.2024
Senior Director
BNY
04.2023 - 02.2024
Senior Director
BNY
04.2020 - 04.2023
Director
BNY
04.2020 - 08.2021
Director
BNY
08.2017 - 03.2020
Senior Vice President
BNY
04.2014 - 07.2017
Senior Vice President
BNY
07.2013 - 03.2014
Senior Vice President
BNY
11.2007 - 06.2013
Senior Operations Manager
Barclays Bank PLC
03.2002 - 10.2007
Operations Manager
Barclays Bank PLC
01.2000 - 02.2002
Customer Services Manager
Barclays Bank PLC
11.1998 - 12.1999