Operations Supervisor - Parametric

ABOUT MORGAN STANLEY
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in more than 41 countries, the Firm's employees serve clients worldwide including corporations, governments, institutions and individuals. For further information about Morgan Stanley, please visit www.morganstanley.com.

ABOUT PARAMETRIC
Parametric is part of Morgan Stanley Investment Management, the asset management division of Morgan Stanley. We partner with advisors, institutions, and consultants to build portfolios focused on what's important to them and their clients. A leader in custom solutions for more than 30 years, we help investors access efficient market exposures, solve implementation challenges, and design multi-asset portfolios that respond to their evolving needs. We also offer systematic alpha and alternative strategies to complement clients' core holdings.

This role is part of Parametric's hybrid working model, which includes working in the office 3 days a week and choosing to work remotely or in the office the remaining days of the week.

ABOUT THE TEAM

The Client Relations Group (CRG) at Parametric builds meaningful relationships with clients by closely collaborating with sales teams and internal partners to deliver exceptional operational client service for accounts and client activities.

CRG is comprised of teams and functions including Client Experience (client service and onboarding teams), Client Operations, and Client Control & Contract Management.

ABOUT THE ROLE
This Supervisor position is part of the Client Service team within the Client Experience organization at CRG. The Operations Supervisor oversees, monitors, and improves the daily workflow for their assigned regions. Responsibilities include supervising, mentoring, supporting, and training associates based on feedback from internal teams. The Operations Supervisor collaborates with team leadership and associates to increase efficiency and reduce risk. Building relationships with internal teams and clients, employee development, and management are key aspects of the role.

Primary Responsibilities

• Manage and mentor individual production team members and first time managers. This includes training, active feedback, performance management and performance evaluations.
• Establish regular lines of communication for upward and downward management with all direct reports and co-direct reports.
• Manage approximately 5-8 direct reports on a daily basis
• Provide regular feedback on client service expectations to group.
• Work with Client Service VPs to execute Objectives & Key Results (OKRs) and maintain healthy Key Risk Indicators (KRIs).
• Facilitate workload distribution amongst the team.
• Help the team with day-to-day workflow, identifying activities that need to be escalated/prioritized, and facilitating the review and remediation of escalated items.
• Serve as the escalation point for client relationships and team members, as well as intradepartmental requests, including error resolution. Utilize informed discretion regarding the need for further escalations with a solution orientated mindset.
• Participate as needed on client conference calls and meetings.
• Proactively seek opportunities to improve team processes to reduce risk and improve efficiencies, leveraging a growth-oriented mindset.
• Help lead and implement ad-hoc team projects and initiatives, communicating needs to team.
• Serve as a knowledge expert among peers and other departments. Deep understanding of the "whys" behind processes.
• Partner with leadership across the organization to carry out goals of the team and department.
• Create and oversee reports to mitigate risk within the organization.
• Proactively seek opportunities to improve efficiencies within the team and department.
• Help monitor and manage efforts pertaining to business continuity and resiliency.
• Create and maintain content for learning and development purposes across group.
• Proactively maintain and/or establish new controls within group to mitigate risk; lead the drafting and maintenance of channel guides/ master process guides/ team policies and procedures.
• Help facilitate the development, testing, and deployment of new technology releases/ applications on behalf of group.
• Work with Vice President to generate metrics and create reports that assist in determining resource needs by recognizing key trends.

• 4-year degree, preferably in related discipline such as economics, finance, or marketing; work experience in lieu of degree will be considered.
• 5+ year's proven experience working with financial services advisors, preferably in a client service role.
• 2+ years of direct team leadership experience.
• Strong relationship building skills.
• Excellent communication skills - in writing/oral with internal/external partners.
• Experience with RIA/Wire and Independent community, separate accounts, UMAs, tax-efficient products and indexing a plus.
• Thorough knowledge of Microsoft Office Suite.
• Strong ability to learn new processes and systems.
• Exhibits clear project management skills; managing deadlines, keeping stakeholders informed, anticipating roadblocks, preparing back-up plans, etc.