Morgan Stanley
Dir, Team Manager, P4, Client Services & Relationship Mgmt WM : Job Level - Dire
Morgan Stanley, Columbus, Ohio, United States, 43224
Overview
Beneficiary Services Manager is a specialized team within E*TRADE designed to assist with the processing of client accounts during the Inheritance process. The Beneficiary Services Manager will supervise, manage and support a team who serve as the key point of contact for clients, and partner with internal stakeholders to drive strategic projects. This role is within the Operations division, which supports financial transactions, implements controls, develops client relationships, and drives strategic automation solutions with a transformation mindset. This is a Director, Team Manager P4 level within Client Service & Relationship Management, responsible for managing internal and external client relationships through client service activities, optimizing the client experience, and managing vendor/external business partner relationships. Morgan Stanley is an industry leader in financial services, with a presence in Columbus since 2003 and a track record of call center excellence and community involvement. Our teams are collaborative and driven by diverse backgrounds and experiences, with opportunities for innovation, learning and career progression. We are committed to maintaining high standards of service and excellence, guided by our five core values: putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back. DUTIES AND RESPONSIBILITIES
Responsible for overseeing the team with a focus on client service, consistency, quality, and compliance with Firm policies and procedures Responsible for the supervision of support staff, including managing their training and development Manage the transition of assets for individual clients through the legacy transfer process from beginning to end Manage the oversight and distribution of incoming workload from internal and external clients Determine appropriate next steps in the process and align work among the staff based on skill level and expertise Consistently manage service levels for phone and case processing time Manage internal tracking system for data accuracy and daily reporting monitoring Provide world class customer service to both internal and external clients in all interactions Serve as the primary escalation contact, assisting associates with client service requests to ensure completion Manage and ensure team operates in line with internal Service Level Agreements by setting appropriate expectations with clients and beneficiaries Research and resolve problems with both internal and external clients accurately and in a timely manner Leverage E*TRADE systems to ensure all case interactions are appropriately entered and documented Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation Participate in projects and/or remediation efforts as needed including pilot programs Education and Experience
Bachelor\'s degree required or equivalent education or experience 5+ years industry experience preferred Knowledge and Skills
Effective written and verbal communication skills Experience in managing a phone team or call center management Excellent interpersonal and client service skills Exceptional organizational and conflict resolution skills Ability to manage relationships, motivate and lead groups of people at various levels Evidence of strong leadership capabilities and previous supervisory experience Basic knowledge of E*TRADE systems and procedures Working knowledge of the Wealth Management industry Be self-motivated and able to work in a strong team and high activity environment Ability to partner with other locations to ensure a cohesive business experience for all clients 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 many years. Our values aren\'t just beliefs; they guide decisions to do what\'s best for our clients and employees. We offer attractive employee benefits and opportunities for collaboration and growth across 1,200 offices in 42 countries. To learn more about our offices, copy and paste the link below into your browser:
https://www.morganstanley.com/about-us/global-offices . Equal Opportunity
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet). 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. Seniority level
Director Employment type
Full-time Job function
Management and Manufacturing
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Beneficiary Services Manager is a specialized team within E*TRADE designed to assist with the processing of client accounts during the Inheritance process. The Beneficiary Services Manager will supervise, manage and support a team who serve as the key point of contact for clients, and partner with internal stakeholders to drive strategic projects. This role is within the Operations division, which supports financial transactions, implements controls, develops client relationships, and drives strategic automation solutions with a transformation mindset. This is a Director, Team Manager P4 level within Client Service & Relationship Management, responsible for managing internal and external client relationships through client service activities, optimizing the client experience, and managing vendor/external business partner relationships. Morgan Stanley is an industry leader in financial services, with a presence in Columbus since 2003 and a track record of call center excellence and community involvement. Our teams are collaborative and driven by diverse backgrounds and experiences, with opportunities for innovation, learning and career progression. We are committed to maintaining high standards of service and excellence, guided by our five core values: putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back. DUTIES AND RESPONSIBILITIES
Responsible for overseeing the team with a focus on client service, consistency, quality, and compliance with Firm policies and procedures Responsible for the supervision of support staff, including managing their training and development Manage the transition of assets for individual clients through the legacy transfer process from beginning to end Manage the oversight and distribution of incoming workload from internal and external clients Determine appropriate next steps in the process and align work among the staff based on skill level and expertise Consistently manage service levels for phone and case processing time Manage internal tracking system for data accuracy and daily reporting monitoring Provide world class customer service to both internal and external clients in all interactions Serve as the primary escalation contact, assisting associates with client service requests to ensure completion Manage and ensure team operates in line with internal Service Level Agreements by setting appropriate expectations with clients and beneficiaries Research and resolve problems with both internal and external clients accurately and in a timely manner Leverage E*TRADE systems to ensure all case interactions are appropriately entered and documented Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation Participate in projects and/or remediation efforts as needed including pilot programs Education and Experience
Bachelor\'s degree required or equivalent education or experience 5+ years industry experience preferred Knowledge and Skills
Effective written and verbal communication skills Experience in managing a phone team or call center management Excellent interpersonal and client service skills Exceptional organizational and conflict resolution skills Ability to manage relationships, motivate and lead groups of people at various levels Evidence of strong leadership capabilities and previous supervisory experience Basic knowledge of E*TRADE systems and procedures Working knowledge of the Wealth Management industry Be self-motivated and able to work in a strong team and high activity environment Ability to partner with other locations to ensure a cohesive business experience for all clients 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 many years. Our values aren\'t just beliefs; they guide decisions to do what\'s best for our clients and employees. We offer attractive employee benefits and opportunities for collaboration and growth across 1,200 offices in 42 countries. To learn more about our offices, copy and paste the link below into your browser:
https://www.morganstanley.com/about-us/global-offices . Equal Opportunity
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet). 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. Seniority level
Director Employment type
Full-time Job function
Management and Manufacturing
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