Job Title: Client Operations – Client Onboarding Director (ED)

Company Profile:
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 747 offices in 42 countries.
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 grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Department profile:
Operations is one of the largest divisions in the firm and has diverse responsibilities, including correctly settling and recording millions of transactions per day, identifying and mitigating all operational risks, developing strong client relationships and partnering with technology to realize the full potential of IT and e-solutions. Throughout, the Operations department continually seeks ways to improve while actively supporting the development of new businesses, structures and markets.

Team Background:
Firmwide Operations, 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.

Client Onboarding and Regulatory Data Services (CORDS) group supports commercial Institutional Securities, Derivatives Clearing, Prime Brokerage, Wealth Management and relationships with the Firm's biggest clients. We act as a valued strategic partner to our clients, enabling them to access new products, markets and services to meet the financial goals of their underlying investors. In partnership with our clients, we also take a leadership role in the evolution of our business through our presence in new markets and on industry bodies. We work closely with our Sales and Trading stakeholders and Technology and Data partners on planning and building capacity to enable us to deliver creative, bespoke client solutions and to meet the higher client expectations than are standard in non-fee-paying client business. The service level the Operations team delivers differentiates us from our competitors and is central to winning and retaining business.

This role is an ED role in the Client Implementation department that consists of Client Onboarding, New Client KYC and Market Regulations functions within the CORDS group. The role will lead the Client Onboarding team in Mumbai and head our global strategy and governance for Client Implementation. The Client Onboarding team supports client onboarding functions for Americas, EMEA and Asia Pacific clients. Role includes Client interactions, BU interactions, Project Management for new client onboarding requests and ensuring all other stakeholders involved during client onboarding cycle are informed. The role involves coordination with Operations, Sales, Credit, Business Unit Risk, COOs, KYC, Market Regulations, and the clients. The objective is to ensure smooth client onboarding experience for all clients and high level of value-added service and partnership with Business Unit to address key internal and client issues and manage risk. As the global head of strategy and governance, the role will standardize metrics for our Client Implementation governance calls, review and establish best practice controls, track our automation opportunities and assist with admin duties across our functions.

Joining Onboarding team is an exciting opportunity to combine your client service and technical skills. We can offer the successful candidate a challenging and rewarding role. The skills and knowledge that you gain from working within the COB area are transferable and will help you to develop your career within Morgan Stanley.

Primary Responsibilities:

• Manage a team of about 30 people In Mumbai, which includes providing active coaching, conducting regular career conversations, supporting employees’ career development aspirations, ensuring team members are equipped with appropriate functional and professional skills to perform the jobs.
• Lead the strategy and governance for our department. This will involve partnering with global leaders across Client Onboarding, New KYC and Market Regulations, to manage people, vendor, location strategy, support new business growth, standardize metrics and controls.  
• Faces off to senior BU and Technology partners to define the future state and execution strategy of their respective area/group and track these opportunities. Institute and manages controls within their respective area and mitigates operational risk.
• Runs the operation as a business considering client service needs, cost-effectiveness and value add.
• Manage and owns the budget for their group, and is accountable for the effective delivery of services within budget
• Actively manage team’s performance; this includes reviewing onboarding performance relative to business expectations, address issues, anticipate resourcing impact and prioritize support for client onboarding.
• Performs supervisory functions; this includes implementing quality and control governance in the team, review quality results, identify gaps and address accordingly with an aim of improving the team’s data and process quality.
• Establish effective working relationships with all stakeholders involved in the onboarding lifecycle; Sales, Credit, Legal, KYC, Market Regulations, Compliance, Global Financial Crimes, Business units, Risk, Audit, and Technology.
• Serve as the point of escalation for the team in handling complicated client onboarding cases or other operational matters by facing off business and compliance.
• Maintain active dialogue with various vendor relationships and industry utilities across product and functional areas.
• Manage audits and reviews, including internal audit, external regulatory inquiries, external audit and internal compliance testing.
• Lead projects and initiatives that will further advance the Onboarding strategic vision of providing value added services to our clients.
• Facilitate continuous process improvement and innovation to drive simplification and reduce onboarding cycle time
• Work with Change the Bank and Technology Teams and explore strategic development and execute changes that enhance operational efficiency and reduce operational risk in the process.

Qualifications: 

• 12+ years management experience in consulting for or directly with financial institutions in operations, change management, and/or technology. Client Onboarding and Client Relationship Management experience preferred.
• 7 years+ team and people management experience of remote processing teams in a financial institution
• Effective problem solving skills & ability to multi-task in meeting business demands which may be urgent and tight deadline
• Strong risk & control awareness working in Operation by identifying risk in the operational process and working with team and stakeholders in mitigating the risk
• Technical understanding of transaction lifecycle in one or more asset classes (Rates, Credit, Equity Derivatives, FX, Sec Lending, Commodities) preferred.
• Ability to communicate and interact effectively with Business Units, Compliance, and global teams
• Excellent verbal and written communication skills
• Strong attention to detail, curious & inquisitive
• Actively leverage networks and use initiative to expand own and others understanding of front to back business process and technology.
• Is self-confident, demonstrates integrity, business-appropriate behaviour and leads by example
• Ability to manage pressure and stressful business demands

What we offer:

• International environment and future career opportunities within our division
• Significant role in defining process quality metrics and outputs
• Possibility to learn about the financial markets and global regulations
• Participation in major global projects related to regulatory changes which have been re-shaping the financial industry
• Welcoming and inclusive environment, strong corporate values and work ethics
• Extensive training offerings
• Active social life, the possibility to join diverse employee networks

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.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 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 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.