VOTF Feedback and Reporting Analyst, Client Segments, Analyst, Wealth Management

About Us :

Morgan Stanley is a global financial services leader with three core businesses - Institutional Securities, Asset Management, and Global Wealth Management.  Global Wealth Management is offered by the Morgan Stanley Wealth Management (MSWM) franchise, which has one of the world’s largest networks of Financial Advisors.  This role is in the Morgan Stanley Field Service organization. Field Service encompasses a wide range of services and support designed to add value to our clients with a shared goal of serving the best interests of our branches and our clients.

Description:

This position will report within the Field Service - Field Feedback & Engagement Management team. The candidate will be responsible for supporting feedback that is received from Morgan Stanley branch offices and business partners.  The position will require coordination and collaboration across Wealth Management business areas.  The candidate will manage the feedback lifecycle, support data analysis (e.g., tracking, trends, opportunities, etc.), management reporting, the creation of power-point presentations for meetings as well as providing support other Field Service initiatives. 

Responsibilities

• Oversee and review feedback assignment, alignment to corresponding business areas, escalation of feedback when required
• Ensure a consistent Field Experience that meets target SLA agreements, manage the business partner outreach process for unclaimed feedback cases, escalate aged feedback responses and sensitive issues.
• Ensure responses received from business partners adhere to best practice standards set forth by the program
• Develop and maintain the program’s queue list, knowledge base articles, and process and procedures documentation
• Develop and maintain open case tracking reports (cases that are unclaimed and exceed stated SLA)
• Manage the program’s mailbox and respond to inquiries
• Assist in program release management activities including quality assurance testing
• Create data analysis reporting to assist with metrics reporting, management reports, identifying trends & opportunities and support of ad-hoc requests
• Assist with the creation of power-point presentations for management and business partner meetings.
• Provide additional support for ad-hoc projects which may fall within the Field Service organization.
• Participate in Technology, Operations, and Policy/Procedure forums to understand upcoming enhancements and to anticipate Field Feedback as needed.

Skills Required:

• Strong sense of ownership and accountability for work
• Experience of 6months to 2years
• Strong interpersonal skills, capability to develop and build relationships
• Strong project management and organizational skills with the ability to prioritize
• Strong attention to detail and excellent follow-up skills
• Strong proficiency with Microsoft PowerPoint and Excel
• Possess strong written and verbal communication skills
• BA or BS preferred, but not required

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.