Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.
As a market leader, the talent and passion of our people is essential to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a best-in-class foundation for building a professional career - a place for people to learn, to achieve, contribute and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
The Mass Affluent Business within Morgan Stanley provides a consultative wealth management service to our clients remotely, through a virtual client solutions center. Employees within this business include Virtual Financial Advisors, Client Relationship Associates, Account Service Associates and Risk Officers.
We are seeking experienced professionals, to work as a Wealth Management Logistics Analyst. In this role, you will work closely with all teams across the business including multiple Wealth Management teams to provide operational client support in a virtual branch environment. The Wealth Management Logistics Analyst utilizes multiple applications, including Genesys, IEX, Dashboard, Connect, 3D, Microsoft Suite and more. You will also work on consultative projects and/or remediation efforts as outlined by the business.
Allocating resources based on volume
Analyze monthly reports and make recommendations based on trends
Provide reporting on absenteeism and schedule deviation while identifying trends and potential resolutions
Review IEX for all historical patterns (Monthly Updates, Shrinkage Calculations, AHT and NCO patterns, Day of Week patterns, Seasonality trends)
Collaborate to project future volume expectations IEX for all upcoming monthly and annual call patterns (Monthly Updates, Marketing Information, New Hire Classes, Shrinkage Calculations, AHT and ADH patterns, Day of Week patterns, Seasonality trends)
Monitor centralized email box, perform required changes if necessary, and respond within approved SLA
Update Genesys and partner with NCCO for IEX updates related to employee information for all new hire classes and removed based on outcomes from off boarding (import all employee information, create WFO login IDs, and update all personal account balances)
Review all Schedule Change Request form submissions. Make any necessary changes or consult with senior analyst/team management, and reply within approved SLA
Complete segment entries for all union department vacation bids as needed
Schedule, assign, and review work to operations and service agents through the established Outbound Process
Complete skilling changes based on scheduled changes and ad hoc immediate business needs
Monitor call queues, schedules, real time adherence, skilling, service levels and etc.
Respond to changes in volume in an appropriate way, as outlined by the business
Create and review reporting for analysis based on business need
Preferred workforce experience in a multi-channel call center environment, preferably in contact centers with at least 150 employees
Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software, preferably IEX and Genesys
Intermediate knowledge of call center management and all related calculations
Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals.
Ability and willingness to learn new software applications
Skills in complex problem solving, judgment, critical thinking and decision-making
Effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, maintaining confidentiality as appropriate
Advanced working-knowledge of Microsoft Office suite, including Outlook, Excel, Access and PowerPoint
Strong organizational skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to work independently with minimal supervision
Capability of problem solving