Description Company is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Company can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture. Operations is one of the largest divisions in the firm and has diverse responsibilities, including correctly settling and recording millions of transactions per day, identifying and mitigating all operational risks, developing strong client relationships and partnering with technology to realize the full potential of IT and e-solutions. Throughout, the Operations department continually seeks ways to improve while actively supporting the development of new businesses, structures and markets. Institutional Securities Group (ISG) Product Operations ISG Product Operations encompasses two functionally aligned organizations. The first, Trading & Client Operations, provides Operations functions in direct support of activity executed by Institutional Sales &Trading. The second, Clearing Operations, provides Operations functions in direct support for activity cleared by Company on behalf of our clients in Prime Brokerage, Listed Derivatives, and OTC Derivatives. The broad organization partners closely with Sales and Trading to develop and implement new products and services as well as drive efficiency and reduce risk in our processes. At all times we are focused on delivering quality service to clients both internal and external. ISG Product Operations partners closely with Shared Services and Banking Operations as well as Branch Operations and Operations Risk & Control to deliver a connected 'front to back' view of operations to ISG Sales and Trading. Company is seeking a Vice President/Senior Operations Specialist in the role of Operations Client Relationship Manager (OCRM) within ISG Product Operations. The role will report to the Global Head of Operations Client Relationship Management (Executive Director) based in New York. This position is located in New York or Baltimore. The OCRM team is responsible for establishing and maintaining Operations relationships with our Focus clients. The OCRMs work across Ops departments and across asset classes to service clients. They partner with line managers within the processing teams to advance industry and firm initiatives, resolve client issues, and serve as a central point of escalation for clients. OCRMs also partner with the front office Senior Relationship Management group and Sales. They conduct client visits to review performance metrics/scorecards, to identify opportunities for improvements, as well as, areas of success. Product and functional teams that we interact with include Fixed Income and Equity Cash; Rates, Credit and Equity OTC Derivatives; OTC Clearing; Listed Derivatives; Prime Brokerage; FX; Commodities; Sec Lending; Loans; Collateral Management; Indications; Portfolio Reconciliations; Reference Data and Client Onboarding. Role Activities:   • Serve as senior point of escalation for Company’s top revenue generating clients for operational issues across products and ops functions.   • Develop and enhance client relationships at multiple levels by providing exceptional levels of client service.   • Expertly navigate the Company organization across divisions to deliver timely and accurate issue resolution to complex, business critical issues which may include communication with senior stakeholders within Ops and the BU.   • Organize and lead face-to-face meetings with key senior managers at our focus clients, including service providers.   • Partner with Daily Processing teams to identify key Ops issues, trends and efficiency opportunities that can be addressed with clients with the goal of enhancing STP.   • Participate in joint client meetings with SRM, Fixed Income and Equity Sales, PB and OTC Clearing CRM to discuss overall operations performance, business opportunities and means to improving operational efficiency.   • Lead projects and initiatives that will further advance the OCRM strategic vision of providing value added services to our focus clients.   • Represent MS on Industry forums (eg: Advisory Groups, Panel Discussions, and Working Groups).   • Coordinate, establish agenda, and lead Roundtable discussions and provide product specific training to clients.   • Conduct client surveys across products, publish and communicate consolidated semi-annual client feedback report.   • Support Operations Account Captain program across products and keep supporting documentation/metrics updated.   • Track client feedback and action plans to address follow ups and concerns raised from client visits or surveys.   • Work with Metrics and IT teams to deliver integrated reporting and enhanced web portal capabilities (eg: Client Link, Matrix, Client Scorecard).   • Keep abreast of current and upcoming product and functional specific industry initiative related topics. Be able to provide high quality value added insight to key clients.   • Maintain active dialogue with various vendor relationships and industry utilities across product and functional areas.   • Play an active role in talent development focused on incoming and existing staff across operations.   • Regularly provide backup coverage and group oversight for team members during busy periods and/or during client travel. Qualifications   • 7+ years of experience in financial industry within Operations processing roles   • Technical understanding of transaction lifecycle in one or more asset classes (Equity & FI Cash, Rates, Credit and Equity OTC Derivatives, OTC Clearing, Listed Derivatives, FX, Loans, Sec Lending, Commodities)   • Proven experience with external institutional client communication and interaction   • Strong listening and verbal/written communications   • Strong presentation skills   • Proven ability to work across global departments to build credibility and strong relationships   • Demonstrated leadership in developing and setting strategy   • Ability to lead virtual teams and deliver on global initiatives   • Ability to independently navigate the Company organization   • Involvement in Industry initiatives via working groups, advisory groups or panel discussions is a plus