Client Service Associate, Morgan Stanley At Work

If we know anything about investing, it's that there's no better investment a company can make than in its employees. People don't just drive a company; they are the company. So, when people work at their best, companies do too. That's why we created Morgan Stanley at Work, a division of Morgan Stanley Wealth Management that provides workplace financial solutions that build confidence, foster loyalty, and help our clients attract and retain top talent.

At Morgan Stanley at Work, we walk the talk. We created a place for our employees to learn, to achieve and to grow - essentially a place for people to build a career where they can do their very best work and thrive, both personally and professionally. Because we know when employees thrive, companies do too.

Shareworks is one of the key offerings within our Equity Solutions pillar. This solution combines cutting-edge technology with outstanding Client Service and global equity plan management. As its name implies, Shareworks provides clear and actionable ways to make equity plans more personal, so employees at all levels of a company can fully experience the many benefits of shared ownership. It simplifies the complexities of equity plan management, while helping employees realise the full potential of their benefits.

The Role: Client Service Associate

Located in Sydney and reporting into the Client Service Manager, the Client Service Associate functions as a plan administrator, playing a key role in the successful administration of our client's equity compensation plans, client projects and corporate actions.

A successful candidate will be one of the key contacts liaising with HR professionals, senior financial staff and payroll/benefits contacts linked to our Shareworks and white label enterprise accounts.

We are looking for an analytical and detail orientated individual to join our close-knit team who is motivated to assist Shareworks in the improvement of internal and external processes, helping us improve our service level, efficiency and accuracy.

This position requires excellent customer service, communication, and project planning skills as well as a commitment to customer satisfaction. You will be a people person who can work well in a team environment as well as independently when required.

Additionally you would need to be comfortable with a high level of responsibility, managing corporate client accounts and transactions that can be worth millions of dollars.

As a Client Service Associate, you will be responsible for, but not limited to the following:

Key responsibilities include:

• Provide excellent customer support to ensure maximum satisfaction and appositive experience for our clients
• Support and maintain stock option, restricted stock and employee share purchase plan data on Shareworks' proprietary and white label platforms
• Project manage and process assigned transactions and events related to employee equity compensation plans, such as Dividends, Purchases, Releases, Vesting's etc.
• Production of financial and administration reports
• Manage client expectations to ensure maximum satisfaction with Morgan Stanley at Work products and services
• Resolve client queries and escalate appropriately if needed
• Track open issues and investigate problem situations, escalating as appropriate
• Resolution of errors reported by system monitoring tools, implementing tactical and strategical controls to reduce business risk
• Participating in assigned educational training to expand knowledge base
• Develop and maintain strong relationships with key internal and external teams
• Mentoring and sharing knowledge, best practices and industry expertise with team members to continuously enhance Shareworks processes and tools
• Following established rules that support compliance and audit processes and escalating issues to manager
• Assist in developing training guides and documentation of changing operational processes
• Testing, logging issues and following up on resolved issues to ensure they have been completed correctly

We are looking for high calibre people who possess the following competencies:

• Interest in and/or experience with equity compensation and share plans
• Strong communication skills
• Strong analytical, critical thinking and problem-solving skills
• Accuracy, attention to detail and solutions orientation
• Effective time management and ability to prioritise tasks
• A deep belief in team success, collaboration and a willingness to adapt to change
• Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities
• Demonstrated competency with common office technology and intermediate to advanced proficiency with Excel
• Bachelor's degree or equivalent in Finance, Business, Commerce, Accounting or similar area of focus is preferred but not essential
• Experience in a varied Client Service, Middle Office or Operations role is an advantage

• Develop technical knowledge of the Operations function in a financial services organisation.
• Work as part of a global team utilizing the resources and skills available to deliver solutions locally.
• Build skills in working across geographic locations within a multi-cultural environment, adapting solutions to different cultural environments.

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, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy/maternity leave), veteran status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce.