National Accounts Operations- Associate

Overview

We're seeking someone to join our team as a Service Escalation and NNA Level 3 Associate. This role serves as a critical escalation point for complex servicing issues and requires advanced system access, deep procedural knowledge, and a commitment to operational excellence.

In the Operations division, we partner with business units across the Firm to support financial transactions, devise and implement effective controls and develop client relationships. This is a Associate position within Client Service & Relationship Management, which is responsible for managing internal and external client relationships. We do this by engaging in client service activities, optimizing the client experience, and managing vendor/external business partner relationships.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

• Serve as the primary supervisor within specific line or project area with accountability to associated risks
• Manage direct reports, leading 1:1s and career development, attracting and retaining high quality talent in line with our leadership commitments
• Review resources to ensure adequate coverage to deliver BAU commitments, highlighting current and future needs to manager
• Share expert knowledge across the team, contributing to team output and ensuring diverse viewpoints are heard
• Be responsible for the management and development of New Account associates, analysts, and contingent service professionals
• Be expected to develop, and leverage working relationships with Business Partners, contribute to ongoing process improvement initiatives and manage projects to address the expressed needs of the department, senior leadership, business partners and clients
• Resolve complex servicing issues escalated from NNA Servicing, Branch teams, and internal partners. Issues may include document rejections, account setup errors, fraud indicators, estate compliance, and IPO processing
• Execute updates requiring elevated access, including:
  Grantor Trust and DRE indicator adjustments, Fiscal year-end updates, Reopening and plating updates for 529 accounts, Date of birth corrections, Red flag manager approval consolidation
• Support service level agreement (SLA) adherence, contribute to automation initiatives (e.g., Dynamic 365), and identify opportunities for workflow improvements
• Partner with NEST, Relationship Services, and FA recruit teams to ensure seamless servicing and resolution of complex inquiries
• Assist in cross-training efforts and mentor high-performing associates selected for stretch assignments. Help build team capacity and reduce overtime dependency

• Ability to lead by example, work with drive and determination, adapt management style to suit individuals and ensure team is well supported with a sense of purpose
• Prepared to challenge the status quo, raise concerns and/or needs of their team members
• Ability to pitch communication appropriately according to the audience and demonstrate active listening skills
• Culture carrier across Operations, embracing the Firm's core values and acting as a role model
• Strong interpersonal, verbal, and written communication skills, with an ability to work effectively with all levels of staff and management
• Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with complex processes
• Strong accountability mindset taking responsibility for all work activities and personal actions
• Ability to manage time between team and projects effectively
• Ability to deliver under high stress situations
• Exceptional attention to detail
• High level of accountability with a focus on execution
• Experience in NNA servicing or related operational roles
• Strong knowledge of account documentation, 3DR tools, and MSSN systems
• Excellent communication and problem-solving skills
• High level of professionalism and discretion
• Ability to manage multiple priorities in a fast-paced environment
• Familiarity with escalation tracking…