Virtual Client Solutions Workforce Management Director (Executive Director level)
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.
Department Overview:
Virtual Client Solutions includes multiple client-facing business units, all of which service our clients remotely, through centralized contact center structures. The two largest businesses include Virtual Advisor and Workplace Solutions Group.
Virtual Advisor is Morgan Stanley’s wealth management offering for the mass affluent clients. Virtual Advisor operates out of two US locations and has Financial Advisors and Client Relationship Associates, all of whom work with our clients over the phone – making outbound calls and taking inbound calls. Our Financial Advisors work with clients to develop goals based-plans to support their overall wealth goals.
Workplace Solutions Group (WSG) is our stockplan participant servicing organization. Service Professionals in WSG provide world class service to the plan participants of our 3,000+ corporate clients that are located in 150+ countries. The WSG team is located across 4 US locations, 2 sites in Canada and 2 in Europe.
Position Summary:
The Workforce Management Director will be responsible for the overall management of our Workforce Management & Logistics team, owning the entire process of Workforce Management from long-term forecasting through intra-day management, all to meet our aggressive Service level agreements. The Director is expected to improve call forecasting and develop a workforce scheduling process that drives efficiency and improves nimbleness across all VCS businesses. This leader will partner closely with MSVA Sales & Service leaders, WSG leaders, the Self-Direct team and our Learning & Development team to ensure plans are appropriate across the organization.
The ideal candidate will be a self-starter with deep experience in the contact center space, strong leadership skills and the ability to manage across multiple stakeholders. Additionally, strong analytical skills are required to perform real-time analysis as well as optimization and predictive analytics that will help drive business decisions and planning. The team utilizes multiple applications, including Genesys and IEX and the Director will be expected to help drive new technology development and adoption for the team.
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Qualifications:
