Workplace Solutions Group, Vice President

DESCRIPTION

Morgan Stanley (“MS”) is a global financial services firm that conducts its business through three principal business segments—Institutional Securities, Wealth Management, and Asset Management.

Wealth Management provides comprehensive financial advice and services to its clients including brokerage, investment advisory, financial and wealth planning, credit & lending, deposits & cash management, annuities, insurance, retirement and trust services.

Workplace Solutions Group (WSG) is a division of Virtual Client Solutions, which includes the platforms through which stock plan participants and the Firm’s mass affluent clients access the Firm’s Wealth Management products, services and advice.

Throughout Virtual Client Solutions our associates continually seek ways to improve while actively supporting participants and the development of new businesses, structures and markets.

The WSG APAC/EMEA Lead will be responsible for leading our inbounds servicing organization covering Asia Pacific and European time zones coverage, including specialized language services.

The Lead will be accountable for the achievement of metrics and quality goals related to the inbound agents and management for the APAC/EMEA group. 

DUTIES and RESPONSIBILITIES:

Along with playing a key leadership role, general responsibilities include the following:

• Management of a large team, while implementing sound HR practices and policies, as well as good judgment in personnel decisions
• Coaching and developing department employees to improve performance and deliver the highest possible service standards to our clients.
• Leading and supporting functional and site-wide initiatives
• Establish and maintain positive, professional working relationships with Team Managers and senior management
• Operational oversight: Audit/Compliance, Legal and Regulatory Preparedness
• Project Management: Governance, Accountability, Financial Discipline
• In this role you are required to have the availability for evening /overnight hours of operation from Sunday to Thursday covering EMEA and APAC time zones.

QUALIFICATIONS

Education and/or Experience:

• Bachelor’s degree required or equivalent education and experience.
• At least 3 years of equity compensation plan experience.

Licenses and Registrations

• Series 7 and 66 licenses required along with Series 9/10 or the ability to obtain within 60 days
• Ability to become registered in all US states and jurisdictions

Knowledge/Skills

• Knowledge of SEC, FINRA and firm Compliance Policies and Procedures
• Call center metrics and operating formulas, coupled with a proven record of establishing and adhering to rigorous call center metrics and standards
• Effective written and verbal communication skills
• Strong analytical skills and attention to detail
• Ability to multi-task, prioritize and excel in a fast-paced deadline driven environment
• Leadership skills: The candidate must have experience leading multiple projects and teams.

  Candidate must be a strong leader with the ability to implement improvement and drive change within the organization

• Problem solving skills: The candidate must have the ability to identify complex risks early and develop actionable mitigation plans
• Communications skills: The candidate must be able to concisely explain complex issues to audiences of varying seniority.

  The candidate must also possess strong written and oral executive-level communications skills

• Client management and teamwork skills: The candidate must have demonstrated ability in being flexible and working with stakeholders and colleagues at all experience levels
• Project management skills: The candidate must have the ability to create practical and comprehensive implementation plans and partner with all levels of management and stakeholders to gain consensus.

  Experience of managing multiple projects or engagements and their associated budgets is essential