Global Operations Transformation - Avp Customer Success

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 critical to our success. Together, we share a common set of values rooted in integrity, excellence, and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture. 
Growth in business volumes and process complexity has led to increased manual processing and a need to coordinate tasks more efficiently across teams. As a result, Operations has initiated a multi-year journey to standardize and automate workflow at scale. 
The Operations Transformation team is a global group responsible for driving the central automation strategy for Operations. This is an exciting space to be, working with key stakeholders across Operations, Technology, Business & firmwide stakeholders to deliver strategic transformation initiatives for all business areas (ISG, Wealth & Investment Management) and their respective Operations groups.
The team are organized around 4 key pillars:
1. Discovery, Data & Analytics - provide strategic insights through discovery tools that can support process understanding in preparation for automation
2. Solutions - utilize an integrated suite of automation tooling to drive Operations efficiency & create capacity, using a number of new-to-market tools & technologies, including Power BI, Alteryx, UiPath, Dynamics, Power Platform and Generative AI 
3. Governance & Control - ensure that Global Operations achieve the set capacity creation targets for 2024 - balancing the need to automate and scale with the required oversight & adherence to risk policies & frameworks.
4. Culture & Recognition - create a sizeable cultural shift to recognize & reward a transformation mindset across Global Operations, providing the training, communications & engagement events to support Operations employees on this journey.
The ideal candidate will absorb information quickly, work collaboratively with a global team, and enable the Transformation goals for Global Operations.
The Global Operations Transformation Director of Customer Success will be responsible for these key tasks:
- Overseeing and managing the onboarding and adoption processes
- Organize, streamline, and oversee the onboarding processes for mailbox onboarding.
Schedule and coordinate onboarding activities, providing guidance and support throughout the process.
- Conduct introduction sessions, overviews, and trainings.
- Collaborate with internal teams to identify and eliminate roadblocks.
- Manage all parts of the onboarding lifecycle - pre-boarding, onboarding, and post-onboarding feedback sessions to ensure positive outcome.

- Bachelor's degree required
- Minimum of 2 years of experienced in onboarding, adoption and customer service
- Strong analytical and goal-oriented mindset backed by strong project management skills.
- High emotional intelligence and empathy skills
- Strong verbal and written communication
- Goal-oriented, work well in teams and embrace a transformational mindset.

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).

Expected base pay rates for the role will be between 68000 and 125000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.