The Manager, Client Success Center manages one of CSMs Centers of Excellence (including workload and operations by COE Service Specialists). This role is responsible for ensuring Corporate Clients receive high quality services, ensuring proper processes are followed, meeting service level agreements, and adhering to appropriate rules, regulations, and securities laws.

Manager, Client Success Center Responsibilities:

• Ensures that daily tasks of COE Service Specialists are completed within quality standards and internal/external Service Level Agreements (SLAs)and train Service staff on best practices as necessary
• Follows up on assignments from clients, Service Managers, and Segment Managers in the specialized services
• Ensures quality service within SLAs to internal clients (i.e., Service Managers and Segment Managers)
• Maintains appropriate staffing levels (recruiting, hiring, reassigning at peak times, etc.)
• Manages and mentors Service Specialists, and maintain high morale within the team
• Ensures delivery of services in adherence to best practice processes, meeting quality standards and internal/external SLAs:
  • Updates to Morgan Stanley at Work’s equity administration platforms and stock plans daily based upon data updates received from assigned Clients (e.g., new hires, terminations, etc.), participant transactions, etc.
  • Accurate processing and settlement of participant stock plan transactions in a timely manner (ESPP Purchases, ESPP sales, Option Exercises, SWAPS, Reloads, Option Grants)
  • Execution of surveys and tracking of Disqualifying Dispositions
  • Delivery of Valuation Reporting, Section 16 Insider Reporting & Client-specific custom processes (e.g., custom reports, scripts, etc.)
  • Balancing of Client plans monthly
  • Management of Client inquiries and requests in a timely and professional manner

Manager, Client Success Center Qualifications

• Bachelor's degree in business, finance or related field preferred or equivalent experience
• ~7-10 years of relevant business experience
• Knowledge of the stock plan industry
• Certified Equity Professional (CEP) is preferred
• Experience with global equity plans, complex plans such as restricted stock units/awards, swaps/reloads, performance vesting/awards, etc.
• Strong leadership and negotiating skills
• Supervisory or management experience preferred
• Familiarity with Salesforce.com preferred
• Self-directed and results oriented
• Excellent communication skills
• Ability to make decisions to resolve client issues and concerns
• Ability to work productively and efficiently to meet deadlines
• Strong attention to detail, problem solving and analytical skills

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

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).