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Vice President, Client Service - Investment Management
Morgan Stanley
New York, NY, United States
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Description
Morgan Stanley Investment Management (IM), together with its investment advisory affiliates, has more than 608 investment professionals around the world and $482 billion in assets under management or supervision as of December 31, 2017. Morgan Stanley Investment Management strives to provide outstanding long-term investment performance, service and a comprehensive suite of investment management solutions to a diverse client base, which includes governments, institutions, corporations and individuals worldwide.
Job Description:
Provide leadership and overall support to the IM Private Investments Client Services team. Interact directly with investors and financial advisory teams as well as IM Private fund management, and control and support groups (including Legal, Compliance, Finance, AML, Tax, Treasury, Technology) to provide a high standard of support and service to clients and constituents at time of onboarding, and over the course of the relationship with investors. Responsibility to work independently and ensure the Client Services team executes on deliverables and fulfills client requests to the highest standards of quality. Identify gaps and opportunities for enhancement to current processes, procedures and controls, and work with senior management to drive transformational platform strategy execution.
Primary Job Duties:
• Responsible for overseeing individuals and processes within the Client Services team and for overall client satisfaction with respect to client onboarding and investor relations and services
• Ensure appropriate KYC / AML, Tax and other controls are in place for each onboarding and transfer
• Resolve escalations from senior management, FAs/CSAs, Business Partners, and clients
• Provide feedback and escalate issues to the appropriate support functions
• Ensure day to day production and any critical issues are addressed and resolved in a timely manner
• Review and enhance processes, procedures and controls to meet or exceed best practices, highest level of service delivery, and risk management
• Identify opportunities to enhance the broader client onboarding and investor servicing experience by analyzing field feedback and developing and evaluating relevant metrics
• Build consensus and support for new initiatives across key stakeholders
• Develop business requirements for both strategic and tactical projects
• Manage projects independently through all phases of the project lifecycle
• Manage testing completion in coordination with team leads, review testing plans, defects, requirement clarifications, and completion reports to ensure a smooth implementation of platform enhancements
• Create content for senior forums, formal communications and training programs to educate relevant stakeholders about upcoming implementations and/or process and procedure updates
• Manage engagement and release rollout strategy
• Perform business verification of new functionality releases post-implementation in production
• Identify, assess, and apply program metrics to ensure program health and proactively identify barriers to adoption
• Craft and execute engagement programs to drive new adoption
• Organize and facilitate meetings
• Weekend work may be required in support of technology releases and high volume events
Qualifications:
• BS/BA degree required
• 5+ years of experience in the financial services industry or 2+ years with a concentration in financial planning or account opening
• 3+ years of experience managing a team
Skills Required
• Must be a self-starter with exceptional project management skills and the ability to work both independently and collaboratively to drive a project to completion
• Ability to develop and run complex data analytics required
• Detail-oriented with ability to handle multiple priorities with competing deadlines in a fast-pace environment required
• Excellent analytical, process-oriented, problem-solving/issue-resolution skills required
• Must be highly organized and detail-oriented
• Excellent communication and interpersonal skills required
• Must be able to lead a team in a professional and collaborative manner
• Must be able to effectively communicate in both business and technical contexts
• Must be able to understand technical intricacies of systems
• Ability to work well with employees across a diverse range of functional groups required
• Must have ability to build consensus across teams
• Must be able to assume a high level of autonomy quickly
• Advanced Excel and PowerPoint skills required
• Prior experience in Financial Services client servicing
• Technology experience in client servicing preferred
• Working knowledge of Salesforce strongly preferred