VP, Team Manager, P4, Core Services : Job Level - Vice President

SME Team Lead - CORDS GTI
We're seeking someone to join our team as a [ Subject Matter Expert (SME) Team Lead ] in [Client Onboarding and Reference Data Services (CORDS) ] to [manage query resolution, oversee metrics and reporting, analyze trends, and drives continuous improvement.].

In the Operations division, we partner with business units across the Firm to support financial transactions, devise and implement effective controls and develop client relationships. This is a Team Manager position at Vice President level within the [RECRUITER to add standard JA JOB FAMILY Description based on Job Profile].

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you'll do

As an SME Lead within the CORDS Guidance, Training and Implementation (GTI) team, you will support globally with responsibilities that include:

Query Oversight and Quality Control
- Monitor the JIRA portal for incoming queries, assessing quality and completeness
- Supervise SME team to ensure efficient and accurate query resolution across various regions, programs, and query types
- Ensure that queries are resolved within the established SLA and optimize workload distribution for effective team performance

Metrics management and Reporting
- Manage and monitor metrics related to queries, including volume, resolution times, and quality of responses
- Generate regular reports on team performance and metrics for leadership review

Trend Analysis and Process Improvement
- Conduct regular analysis on query data to identify trends, patterns, and areas for improvement
- Present findings in operational forums to identify and address root causes through training, guidance, or procedure changes
- Collaborate with line teams to incorporate checker and QC process insights, using shared themes to drive decision-making and error reduction

Knowledge Transfer and Training
- Organize and conduct knowledge transfer sessions to share lessons learned, best practices, and areas for improvement with the team and relevant line teams
- Promote a culture of continuous improvement by facilitating regular discussions on effective practices and maintaining a feedback loop with line teams
- Identify and deliver opportunities for training & development to SME team members to enhance their skills and knowledge in query resolution and technical processes

Resource Management and Team Leadership
- Manage and support the SME team and provide regional coverage, including performance management, workload balancing, and contingency planning
- Develop contingency processes to ensure seamless query resolution across regions and programs, enabling full coverage across team members
- Act as an escalation point for complex or high-priority queries, offering guidance and support to SME team members in resolving challenging queries, ensuring consistency and accuracy

Project Support and Cross-functional Collaboration
- Serve as a primary SME contact and provide support for projects related to onboarding, refreshes, and other relevant initiatives
- Support production teams by providing on-the-ground assistance, ensuring that all queries are resolved efficiently and to a high standard
- Engage in cross-functional projects, providing expert input and ensuring alignment with SME standards and practices
- Provide oversight and support for relevant change-related initiatives

Procedure Maintenance and Liaison with Line Teams
- Maintain oversight of procedural documents, serving as a point of contact for the DDR procedures, with plans to transfer ownership to line as needed
- Collaborate closely with line teams to ensure smooth handover and continued support for procedural updates What we're looking for
- Experience in managing and mentoring teams, with a focus on skills development and performance optimization.
- Ability to analyze complex data sets, identify trends, develop actionable insights and drive continuous improvement.
- Experience managing cross-functional projects, prioritizing tasks, and coordinating with various stakeholders.
- Effective organizational skills, with the ability to manage multiple tasks and allocate resources effectively.
- Strong communication skills to convey insights, facilitate knowledge transfer, and engage in cross-functional collaboration.

Skills that will help you in the role

- Leadership and People Management
- Analytical Thinking and Problem Solving
- Project Management and Change Management
- Communication and Stakeholder Engagement
- Process Optimization and Continuous Improvement
- Technical Knowledge of JIRA and Query Management Systems

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.