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We’re seeking someone to join our team as a Service Strategy and Support Training Manager in Operations to lead and develop a team of training professionals working from multiple locations.

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 Director level within Client Services and Relationship Management which provides manages internal and external client relationships, engages in client service activities, optimizes the client experience, and manages vendor/external business partner relationships.

Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.

At Morgan Stanley Columbus, we support the Firm’s global Wealth Management, Private Banking, Operations and Technology divisions. Morgan Stanley has been rooted in the Columbus community since 2003. We offer best-in-class centers of excellence to support our clients with various call centers achieving J.D. Power certification since 2018. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. There’s ample opportunity for innovation, deep learning, and career progression for those who show passion and grit in their work. And we proudly give back to local nonprofit organizations in the Columbus community by offering up our unique skillsets, thousands of volunteer hours and dedicated financial support.

Interested in joining a team that’s eager to create, innovate and make an impact on the world? Read on…

What you’ll do in the role: - Develop staff, lead projects and control deployment of resources, owning management tools/methods such as work queues, checklists, depth charts and calendars - Set direction and expectations for your team(s), defining training plans and transfer of expert knowledge to contribute to team output and development - Contribute to business plan for area, establish risk/contingency plans, raise and address issues with urgency when required - Build and manage relationships with business unit partners, other Morgan Stanley infrastructure departments, and external contact points in Client or Market organizations - Set direction and expectations for your team(s), defining training plans and transfer of expert knowledge to contribute to team output and development - Manage the Training strategy to enhance the level of service provided to clients and field partners - Direct daily workloads and processes for the training team - Manage the calendar and resource scheduling for training programs including new hire, recurrent and initiative training - Partner with Workforce Management and key stakeholders to ensure training delivery timeframes are consistent with business needs - Perform regular training process reviews and make recommendations for improvements - Create presentations and share results of training with key stakeholders and senior leaders - Measure and report on the success of training programs - Leverage training metrics to influence future training enhancements and initiatives - Conduct regular observations and reviews of trainers and training classes; provide coaching and development to team members - Facilitate Train the Trainer or other training sessions on an as needed basis - Collaborate with the Quality and Voice of the Client teams to understand trends and results to enhance existing training and implement new initiatives - Partner with Service Metrics to understand service trends across all delivery channels and explore enhancements to improve the field and client experience - Conduct ad-hoc projects and tasks as assigned by management

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What you’ll bring to the role: - Strong relationship building skills serving as a role model for client service - Ability to think commercially, understand the impact of initiatives, risks on the operational budget - Experience in managing teams, enhancing control, continuous improvement and reducing operational risk - Culture carrier and role model, representing and leading the Firm's core values to influence and motivate those around you - Minimum of 1 year leading and developing teams - Minimum of 2 years as a trainer or instructional designer - At least 6 years’ relevant experience would generally be expected to find the skills required for this role - Proven leadership skills and a record of delivering customer support - Experience creating a positive work environment - Strong understanding of training processes and practices - Excellent communication, presentation and interpersonal skills with the ability to network and establish relationships across the Firm, including senior management - Ability to multi-task, prioritize and excel in a fast-paced, deadline driven environment - Strong organizational skills, attention to detail, and excellent follow-up skills - Self-motivated with the ability to work autonomously and succeed in a team environment - Ability to identify and develop process improvements for business processes - Strong understanding of and ability to use the Microsoft Office 365 including; Word, PowerPoint, and Excel - 4 Year College Degree or equivalent experience - Self-motivated with the ability to work autonomously and succeed in a team environment

Role is Hybrid and will require in office attendance 3 days/week.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

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Job: *Other

Title: Service Strategy and Support Training Manager

Location: Ohio-Columbus

Requisition ID: 3254639

Other Locations: Americas-United States of America-Utah-South Jordan