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Super Day- Client Relationship Team Quality Manager, VP

Company: Morgan Stanley
Location: Gilbert
Posted on: June 19, 2022

Job Description:

Morgan Stanley seeks an experienced and proven professional to lead the Client Relationship Team Quality programs, which provides oversight and employee education surrounding firm policy and procedures. This role will work closely with management teams to oversee the Group, which includes Client Relationship Managers, teams of Client Relationship Specialists, Risk, Training, and Administrative Support to ensure there is a solid understanding and application of departmental and firm policies and procedures. Additional duties include the development of a quality program which includes creating quality measures, daily oversight sampling, and subsequent education of Client Relationship Specialists in areas requiring improvement, managing team performance, and partnering with local management teams to ensure service compliance standards are met. Duties and Responsibilities:

  • Ensure world class customer service is provided to advisors and clients in all interactions, with focus on consistency, quality, and compliance with Firm policies and procedures
  • Represent the Client Relationship Team in Firm initiatives, and oversee the development and implementation of strategies through a quality lens
  • Create a daily sampling quality program to ensure consistency in the understanding and application of departmental and firm policies and procedures.
  • Create a monthly metrics and analyze trends to ensure the department is adhering to its stated policies
  • Manage a team of Quality Analysts responsible for daily oversight
  • Identify gaps in processes and procedures and suggest potential solutions that solve for or mitigate the risk
  • Identify and create quality metrics that define success for the Client Relationship Specialist
  • Partner closely with the CRT Manager, Risk Manager, and Training Manager to establish rapport and identify concerns and training needs of Client Relationship Specialists related to policies and procedures
  • Create and maintain Quality Standards and Procedures
  • Serve as an escalation point for all matters related to quality
  • Liaise with local management teams, Compliance, legal, and risk partners across the firm to facilitate any supervisory or exam related inquiry that requires attention in a timely manner
  • Provide coaching and guidance on compliance policies and procedures to applicable staff to promote risk awareness and a compliant environment
  • Drive Efficiency and Process Improvements
  • Determine appropriate sampling methods to ensure quality is high and consistent across teams
  • Analyze trends and patterns to identify areas requiring education or potential policy clarification
  • Oversee Quality Analyst reviews to ensure consistency of review and note issues that need addressedQualifications - External
    • Minimum of 5 years post-college education and/or work experience in a field relevant to the position required
    • Extensive background in financial services particularly focused in supervisory and regulatory oversight
    • Active Series 7, 8 (or 9 and 10), and 63, 65 (or 66) required
    • Strong Microsoft Excel skills and knowledge of TABLEAU system preferred
    • Evidence of strong leadership skills or previous supervisory experience
    • Ability to manage relationships, motivate and lead groups of people at various levels
    • Exceptional organizational and conflict resolution skills
    • Effective written and verbal communication skills
    • Knowledge of applicable compliance rules and regulations and firm policiesThis role requires that all successful applicants be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccinations within 3 days of commencement of employment.

Keywords: Morgan Stanley, Gilbert , Super Day- Client Relationship Team Quality Manager, VP, Executive , Gilbert, Arizona

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