Institutional Infrastructure Solutions (IIS), a business unit within Corporate & Institutional Solutions, is an integrated client service solution for institutional and family office clients. IIS supports clients in partnership with Financial Advisors, Morgan Stanley Family Office (“MSFO”), Outsourced Chief Investment Office (“OCIO”), Morgan Stanley Fund Services, Graystone Consulting and Wealth Management Operations. IIS is responsible for all client service execution processes including: Client Onboarding & Maintenance, Investment Execution, Asset Aggregation, Accounting, Reporting & Analytics and Billing.
The Client Relationship Officer will report directly to the Branch Manager and supervise, manage and support all business and service functions for clients supported by IIS. Additional job duties include facilitating communication and training for service staff and partnering with the Risk organization in ensuring compliance standards are met.
DUTIES AND RESPONSIBILITIES:
Leadership, Collaboration and Team Supervision
Drive strategic priorities for the client service team in partnership with the Branch Manager
Develop a deep understanding of our institutional and family office service offering
Lead, supervise and coach a team of experienced support professionals
Drive consistency, quality and compliance with Firm and Department policies and procedures
Lead team performance management and conflict resolution; conduct annual performance reviews
Foster and maintain strong relationships with peers and key partners across the Firm
Run interview process for potential candidates and onboard new hires
Work with the Branch Manager and Human Resources on employee-related issues
Promote a team culture that is in alignment with the Firm’s core values
Champion diversity and inclusion
Operational Oversight, Communication and Relationship Building:
Understand and resolve complex client issues and inquiries
Act as liaison between IIS and various departments within the Firm
Standardize operating procedures across the team as the service offering evolves
Drive process consistency and improvement to ensure teams are operating efficiently
Manage service transaction reviews and approvals
Manage and mitigate risk; help to obtain positive audit results in partnership with control partners
Understand and supervise unique policies related to externally custodied assets
Ensure compliance with Firm policies and procedures from an operations and service perspective/including labor and wage laws FMLA, STD, LTD, OSHA
Education and/or Experience
Bachelor’s degree required or equivalent education or experience
Active Series 7, 8 (or 9 and 10), and 63, 65 (or 66) required
Other licenses as required for role or by management
Experience supporting clients with multiple custodians a plus
Experience with institutional and/or family offices a plus
Knowledge/Skills
Evidence of strong leadership skills and previous supervisory experience
Effective written and verbal communication skills
Strong attention to detail
Ability to prioritize and resolve complex problems and escalate as necessary
Ability to identify issues and trends to anticipate change and provide comprehensive solutions
Exceptional organizational and conflict resolution skills
Ability to manage relationships and motivate and lead groups of people at various levels
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).