National New Accounts Operations Associate

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.



What you'll do in the role:
- 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.

What you'll bring to the role:
- 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 tools and SharePoint resources

- Experience with AI@MS, NNATools, and Document Policies & Procedures

- Background in estate compliance or IPO processing  

- Proven success in process improvement or automation projects

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.

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).