Client Success Manager (Hybrid), Associate at Morgan Stanley in Montréal, QC

Job description

We offer: To work with some of the best professionals in the business - for a firm that values individual intellect as much as teamwork State-of-the-art offices that are designed to maximize collaboration Flexible working arrangements Enriching challenges that provide opportunity for constant learning and advancement An environment which is leveraging technology to its highest potential Team Profile: The Wealth Management Field partners closely with its affiliate entity, Morgan Stanley at Work, to create a seamless and consistent corporate employee (“participant”) experience throughout their financial life journey that will ultimately lead to a Morgan Stanley Wealth Management relationship .Our approach is highly scalable, leveraging an omni-channel strategy with an emphasis on messaging, onboarding, cross-selling, activation, and servicing of those participants. Our goal will be to drive growth across all client segments, from the Mass-Affluent to Ultra High Net Worth, with new digital and human capabilities. Position Description: The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on Shareworks, for corporate clients who choose to outsource the support of critical functions of equity compensation, as well as those who elect to maintain administrative responsibilities within their corporation. Operating with deep business acumen and robust platform knowledge, the CSM organization supports corporate clients with daily, monthly, and annual event processing and case management. Team members research and respond to client inquiries and issues, in a timely manner, complying with internal SLAs and ensuring a positive client experience. Operating with a “One team” mindset, the CSM organization supports the new client Onboarding and Go-to-market teams with servicing inquiries for seamless client support. The mission of the Client Success Management organization is to deliver best in class service, ease of use, and flawless execution, resulting in the establishment of trusted partnerships with clients. We are seeking someone to join our team as a Client Success Manager to provide ongoing corporate client stock plan servicing on Shareworks, ensuring seamless support for critical equity compensation functions, and fostering trusted partnerships through exceptional service and flawless execution. Responsibilities: Provide stock plan administration support for multiple corporate clients using the Shareworks platform Administer Stock Options, Restricted Stock Awards, and Performance Awards Assist clients with the processing of new grants, exercises, releases, performance measurement applications, dividends, deferrals Assist clients with daily/monthly/year end reporting and requested Adhoc reporting. Help with reconciliation when needed Ensure accurate and timely responses to all equity related inquiries and corrections internally and externally Maintain and create event timelines and operating procedures with the focus of process improvements Work with internal and external teams to ensure successful Compliance audits Interface with client contacts, financial advisor team, service center, and internal operations Required Skills: 1-5 years of customer service experience with primary responsibility of answering and resolving customer inquiries Self-motivated with the ability to effectively manage multiple tasks against tight deadlines A passion for providing proactive client-focused solutions Highly attentive to client needs and requests, while demonstrating effective prioritization, time management skills and solid judgment for escalating when appropriate Willing to go above and beyond, while maintaining a positive attitude Strong analytical, problem-solving skills, and proven attention to detail Disciplined in following processes, procedures and adhering to controls Able to work under pressure, retaining focus and positive attitude Ability to assist in the development and improvement of i