Morgan Stanley is a global financial services leader with three core businesses: Wealth Management, Investment Management, and Institutional Securities. The Wealth Management business unit comprises one of the world’s largest networks of Financial Advisors, and the U.S. Banks division plays a key role in executing the Wealth Management strategy. The Morgan Stanley U.S. Banks continue to execute on multi-year strategic priorities aligned with Firm strategy, including expanding the breadth of banking solutions offered to clients. The Deposits & Cash Management team is focused on growing core deposit capabilities, strengthening client relationships, and developing new products to support evolving client needs.

ROLE OVERVIEW

This role leads the Product Servicing function for Morgan Stanley’s corporate deposit business, covering deposit products, payments and commercial digital banking platform. Product Servicing is the new middle office for Corporate Deposits and will serve as the client’s single point of contact, coordinating Onboarding, Financial Crimes, Deposit Operations, the Wire Room and Technology across the client lifecycle, from origination to account closure.

As Executive Director, the successful candidate will own the servicing strategy, operating model, team and control environment. They will lead the function through MVP launch and then scale it as the business grows and adds new capabilities and use cases. This is a senior leadership role that needs a strong people leader with deep corporate banking servicing expertise, sound risk judgment and the credibility to influence senior partners across the Firm.

KEY RESPONSIBILITIES

Strategy & Operating Model

• Set the vision, strategy and multi-year roadmap for corporate deposit servicing, aligned with product, sales and Firm priorities

• Own the Product Servicing operating model and the Product Service Center as the client’s single front door, with clear roles and handoffs with Onboarding, Financial Crimes, Deposit Operations, the Wire Room and Technology

• Lead servicing readiness for MVP go-live and future releases, and scale the model as volumes, products and client segments grow

• Define the servicing approach for future capabilities, such as escrow, sub-accounting, ERP connectivity and other expanded use cases

Client Experience & Lifecycle

• Own the end-to-end servicing journey: origination handoff, account opening coordination, client enablement, servicing and payments support, and account closure

• Oversee digital portal client enablement, including Client Administrator setup, entitlements, limits, training and ongoing access management

• Serve as the senior escalation point for complex client issues, including wires, payment exceptions, fraud and sanctions holds, and portal incidents

• Partner with Sales, Client Service and Relationship Managers to deliver a premium, consistent experience for corporate and institutional clients

People Leadership

• Build, lead and develop the Product Servicing team, including hiring, onboarding, training, performance management and succession planning

• Set capacity and staffing models, and secure headcount and budget as the business scales

• Build a culture of ownership, client focus, accountability and continuous improvement

Risk, Controls & Governance

• Own the servicing control framework, including client authentication, callback and verification standards, fraud escalation and maintenance of procedures

• Make sure policies, procedures and playbooks are documented, current and aligned with regulatory and Firm requirements

• Lead audit, risk and regulatory engagement for the servicing function, and drive timely remediation of findings

• Set and report KRIs, SLAs and service KPIs to senior management and governance forums

Technology, Data & Innovation

• Set requirements for case management, CRM, workflow and reporting tools, and lead adoption across the team

• Drive automation, self-service and AI-enabled tools that improve speed, accuracy and scalability

• Use servicing data and client feedback to identify root causes and prioritize product and platform enhancements

EXPERIENCE

• 15+ years of experience in corporate or commercial banking servicing, treasury services, cash management operations or middle office

• 7+ years of people leadership, including building or scaling a client servicing or operations function

• Deep knowledge of corporate deposit, payments and digital banking servicing, including onboarding, entitlements, wires and exception handling

• Proven track record of designing operating models and control frameworks in a regulated bank environment

• Experience leading teams through a new product or platform launch

• Bachelor’s degree in Finance, Economics, Business or a related field; MBA or equivalent preferred

SKILLS & LEADERSHIP ATTRIBUTES

• Strategic leader who can set direction and execute in a build environment with ambiguity

• Strong risk and control mindset, with sound judgment on escalations and client issues

• Influential across Sales, Product, Operations, Technology, Risk, Legal and Compliance

• Client-centric, with a track record of raising service quality and client satisfaction

• Clear, concise communicator with senior management and clients

• Data-driven approach to managing performance, capacity and continuous improvement

• Preferred: Experience with D1C or similar corporate digital banking platforms, Salesforce or Dynamics case management, and FIS Profile
  

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years.  Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Expected base pay rates for the role will be between $150,000 and $250,000 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.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.  Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.