PRIMARY LOCATION: Europe, Middle East, Africa-United Kingdom-United Kingdom-London
Operations Client Relationship Management - Vice President
London
3234819
Institutional Securities Group Product Operations (ISGPO) partners closely with Sales & Trading and our Clients to process daily activities, develop and implement new products and services, as well as drive efficiency and reduce risk in our processes.
The OCRM team (Operations Client Relationship Management) forms part of the ISG Aligned Operations organization in ISG Product Operations.
OCRM provides a senior level escalation/contact to the firm's Focus Clients across products. The team partners with clients and operations teams to review operational performance, best practices, industry initiatives, regulatory changes, process improvements and STP opportunities to reduce operational cost and risk.
Areas of Focus:
Clients - Partner with the BU and global Operations to maintain high levels of service across our focus clients. Strengthen the client relationship through opportunities. OCRM have achieved this through SRM KYC events, client survey and engaging with clients on key topics, such as industry, market and regulatory change
People & Culture - Utilize OCRM's unique skillset and holistic view across the Firm to positively impact our people, foster a client service based culture within Operations and connect the broader organization. OCRM have led and contributed to Firm wide initiatives including Campus Recruiting, the Analyst Programme, STAR Awards, Client Service Excellence, and Let's Connect/Let's Teach/Let's Watch, amongst other People Committee related activities
Innovation and Continuous Improvement - Identify innovative opportunities to partner with our clients and the organization to improve efficiency, communicate more effectively and provide better overall service.
About Morgan Stanley
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services.
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. We 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.
What will you be doing?
Serve as senior point of escalation for Morgan Stanley'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 Morgan Stanley 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 chair 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 join 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.
Run projects and initiatives that will further advance the OCRM strategic vision of providing value added services to our focus clients.
Coordinate, establish agenda and chair Roundtable discussions and provide product specific training to clients.
Conduct client surveys across products, publish and communicate consolidated semi-annual client feedback report.
Support and manage Strategic Client Officer 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: 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.
What we’re looking for:
You are able to manage and enhance internal and client relationships at senior level.
You show dedication to learn from experience; actively seek out feedback and adjust behavior accordingly.
You are aware of the long term impact of regulatory environment and market changes on the business and our clients. You make plans where appropriate to adapt your approach to a certain issue or situation.
You actively ensure existence of mitigating controls and take personal responsibility for enhancing processes adding value to BAU process with your experience.
You combine clear and appropriate escalation with suggestions on appropriate risk reduction strategies.
You consistently exceed expectations and respond actively and positively to changing circumstances.
Flexible work statement:
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.
Equal opportunities statement:
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.