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Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in more than 43 countries, the Firm's employees serve clients worldwide including corporations, governments, institutions and individuals.
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. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and prosper.
About The Department
Corporate and Institutional Solutions (CIS) is a division within Morgan Stanley Wealth Management comprised of Corporate & Digital Solutions, Morgan Stanley @ Work, Virtual Client Solutions, Reinvestment, and Strategic Client Management. The overall goal and vision of CIS is to create a corporate experience and a consistent corporate employee ("participant") experience and to engage them throughout their financial life journey that will ultimately lead to a furthering and deepening of their Morgan Stanley Wealth Management relationships. Our approach will be highly scalable, leveraging an omni-channel strategy with an emphasis on messaging, onboarding, cross-selling, activation and servicing. Our goal will be to drive growth across all client segments, including the Mass-Affluent, with new digital capabilities.
About The Role
Our employees have helped us get to where we are today; and as we continue to scale towards being the incomparable leader in our industry, we are looking for a Senior Client Service Manager to join our Global Private Markets Team in Sydney, Australia to help write the next chapter with us. In this role, you will be responsible for standing up a client service team overseeing, servicing, cultivating and growing corporate relationships toward mutual partnership and success as we increase our footprint in the APAC region. In addition, you will be responsible for providing world-class customer service, solutions and support to our Private Market client companies. As the main point of contact for our clients in the APAC region, you will interact with all departments within the Shareworks by Morgan Stanley franchise to ensure that client expectations are met, and satisfaction levels are maintained.
Partner directly with US colleagues to develop a regional client service strategy within APAC to directly support and service corporate clients
Proactively build "partnership" style relationships focusing on integration at all levels, maintaining relationship with senior client contacts
Conduct ongoing needs analysis to determine appropriate services to meet client requirements; prepare specifications/gap analysis documents for client requests for new functionality.
Providing world-class customer service, solutions and support to clients, including senior-level decision makers by responding to their inquiries by phone, email, and through our ticketing system
Demonstrating exceptional prioritization and time management skills and, through escalating when appropriate, developing, maintaining and enhancing long-term client relationships
Proactively identifying potential issues and working with team members and other internal stakeholders to find solutions
Tracking and managing open issues identified by customers or monitoring tools, escalating as appropriate to ensure resolution and customer satisfaction
Ensuring client documentation is current, complete and consistent with all client and Shareworks processes
Processing timely and accurate data updates, data manipulation and data management by updating the software per client instruction
Identifying errors and potential issues and working collaboratively with team members and internal stakeholders to find timely and appropriate solutions
Participating proactively in ongoing training to expand your own knowledge base, focusing on industry knowledge and Shareworks expertise in order to better support your clients
Testing fixes to issues, and staying involved in any additional follow ups and troubleshooting
Working effectively in a highly collaborative cross-functional environment, including interacting with the Relationship Management team on customer issues and taking ownership of client satisfaction
Building and deepening your understanding of financial reporting and administrative reporting related to equity compensation plan management
Populate intranet systems with relevant support content
Qualifications / Experience Required
Bachelor's degree in Business, Commerce or a related field
Minimum 2 years in Account Management or Client Service
Proven success with and a passion for providing exceptional customer service
Intermediate to Advanced Microsoft Excel Skills
Proven ability to translate complex concepts into layman's terms and relay this information to a variety of audiences
Certified Equity Professional (CEP) program completion is an asset, but definitely not required
Demonstrated ability to read and interpret a variety of documentation, including general business and professional articles, governmental regulations, technical instructions in mathematical or diagram form and deal with abstract and concrete variables
Proven strength with business-related communication including developing and delivering presentations, writing reports and creating procedure documentation
Strong analytical, attention-to-detail, and problem-solving skills including probability analysis, statistical inference, fractions, percentages, ratios, proportions
Comfortable working in a fast-paced and evolving environment which includes ongoing learning and training opportunities
You are a cultural addition to our team and bring a diverse perspective
Excellent written and oral communication and presentation skills
Equal Opportunity Statement
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise 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. #LI-JM1