Director - Operations - Morgan Stanley - Hong Kong

Job description
Morgan Stanley is seeking a Director Operations Specialist in the role of an Operations Client Relationship Manager (OCRM), based in Hong Kong. It is part of the ISG Product Operations Division in Institutional Operations.
The OCRM team is responsible for establishing and maintaining Operations relationships with senior contacts at our target clients. The OCRMs work across multiple internal departments and across asset classes to service the clients. They partner with line managers within Operations 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 gather feedback and review operational performance (from both control and commercial perspective).

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 Operations issues, common themes or efficiency initiatives that can be addressed with clients with the goal of enhancing STP.
- 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 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: Matrix).

External Facing
- Support Operations Senior Client Relationship Manager on client visits.
- 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 .
- Develop and enhance client relationships by providing exceptional levels of client service .
- Represent MS on Industry Forums (e.g., Advisory Groups, Panel Discussions, Working Groups).

Qualifications
Skills Required:
- 5 yrs experience in financial industry in client servicing or relationship management roles
- Technical understanding of transaction lifecycle in one or more asset classes
- Strong listening and verbal/written communications
- Proven ability to work across global departments to build credibility and strong relationships
- Experience in external client communication and interaction
- Ability to manage virtual teams to delivery on global initiatives
- Proficiency in English
- Able to converse in Mandarin Chinese is a must

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