Operations HK, Client Relationship Management, VP
Position Category: Operations
Position Title: Operations HK, Client Relationship Management, VP
Job Level: Vice President
Location: Hong Kong - Hong Kong
Education Required: Bachelors Degree
Position Description:
Morgan Stanley is seeking a VP in the role of an Operations Client Relationship Manager (OCRM). The role is part of the Multi-Asset Client Service (MACs) Division in Institutional Operations. The role will report to the Asia Head of Operations Client Relationship Management will be based in Hong Kong.
The OCRM team is responsible for establishing and maintaining Operations relationships with our key focus clients. The OCRMs work across Ops departments and across asset classes to service the clients. They partner with line managers within the processing teams to advance Industry and Firm initiatives, resolve client issues, and serve as a central point of escalation for clients. OCRMs also partner with the front office Senior Relationship Management group and Sales. They conduct client visits to review performance metrics/score cards and to identify opportunities for improvements.
Role Activities:
Internal Facing
• Serve as a single point of escalation for external clients and take accountability for issue resolution by working across the Firm.
• Partner with Daily Processing teams to identify key Ops issues, common themes or efficiency initiatives that should be addressed with clients.
• Lead discussions and initiatives including all OCRMs across products (eg: Listed Derivs, Commodities). Ensure that all OCRMs are aware of cross product challenges and projects.
• Support and manage Operations Account Captain program across products and keep supporting documentation/metrics updated.
• Track client feedback and action plans to address follow ups and concerns raised from client visits or surveys.
• Work with Metrics and IT teams to deliver integrated reporting and enhanced web portal capabilities (eg: Client Link).
• Work closely with SRM and Sales to refine priority client list and insure that appropriate Ops teams have process in place to communicate/escalate issues as needed.
External Facing
• Partner with SRM and Sales to represent Operations on client visits.
• Represent Firm on Industry forums (eg: Advisory Groups, Panel Discussions, Working Groups).
• Establish agenda and lead Roundtable discussions and provide product specific training to clients.
• Conduct client surveys across products and publish consolidated semi-annual client feedback report.
• Meet with priority clients to understand strategic direction/initiatives, work on Ops efficiency projects, On-boarding to Industry and MS initiatives, handle escalation issues and review periodic client scorecard results.
Role Details:
Control
• Independently manages processes and/or projects
• May manage critical projects or process improvements with Firm/Client/Risk/Financial impact
• Key problem solver and decision maker for their areas or responsibility
• Knows who and when to escalate issues in order to ensure timely and appropriate resolution and takes responsibility for ensuring actions are performed
• Analyzes and breaks down ambiguous or complex issues into concrete deliverables and takes responsibility for ensuring deliverables are met
• Identifies and drives required changes (new business, capacity, industry, regulatory, efficiency, etc.)
• Leads projects/processes without close supervision
• Understands their external environment (risk, technology, competitors)
• Effectively manages their control environment by balancing risk with commercial opportunities
Commercial
• Broad understanding of how their department supports the business both within their division and across divisions. Conceptualizes and proactively offers solutions that span departments or divisions
• Manages key relationships with internal/external clients and Firm stakeholders and influences and negotiates with clients and/or other departments on key deliverables and timelines
• May play a key role in industry forums
• Provides comprehensive support to clients (internal and/or external)
• Strategic thinkers, Senior Specialists will be change agents and think about the direction of their department strategically. They will work to increase the efficiency and effectiveness of processes to enhance business performance.
• May contribute to the business plan for their area and establishes risk/contingency plans
• Holds self and others accountable and takes appropriate steps to deliver individual team/departmental goals
• Delivers on plans, completes next steps and resolves issues in a timely manner
People
• Leads team interactions and sets the standard
• Effective team player who brings teams together and leads discussions in order to solve problems and meet business needs
• Provides training and directions to other Specialists
Skills Required:
• 7+ yrs experience in client services/client relationship functions within Operations
• Technical understanding of transaction lifecycle in one or more asset classes
• Involvement in Industry initiatives via working groups, advisory groups or panel discussions
• Strong listening and verbal/written communications
• Proven ability to work across global departments to build credibility and strong relationships
• Experience in external client interaction with strong network among industry partners, a plus
• Demonstrated leadership in setting strategy or commerciality
• Ability to manage virtual teams to delivery on global initiatives
• Proficient in English and Mandarin