Service Review Unit – Quality Improvement Analyst

The Quality Improvement Analyst (QIA) will play a vital role in ensuring the highest quality standards within the Service Review Unit (SRU), specifically within the 9/10 supervisory space. This position involves close collaboration with SRU Management and various internal departments to provide daily oversight of transactions processed within the SRU. The QIA will focus on consistently enhancing team quality standards by working alongside Associates and Specialists to ensure a thorough understanding of department and firm policies and procedures. In this role, the QIA will also collaborate with SRU Management and team members to resolve any issues encountered during transaction processing and daily oversight reviews. Serving as a key point of contact for the Risk and Training teams, the QIA will facilitate effective communication and problem-solving. Additionally, the QIA will take ownership of projects that impact the SRU, working with both internal and external partners to drive improvements and ensure successful outcomes.

Responsibilities Include:

• Reviewing oversight reports with a focus on quality, consistency, and compliance with firm and department policies and procedures.
• Providing constructive feedback to Associates/Specialists on identified process errors and considering Associate feedback upon challenges of process errors.
• Conduct performance meetings with Team Managers and Training Manager(s) to develop tailored quality improvement plans for individual Associates/Specialists and provide direct coaching as needed
• Participate in calibration meetings to ensure consistent error identification across QIA team
• Join and participate in team meetings to help promote consistency and culture
• Identify and provide solutions for opportunities to improve efficiencies and processes within the SRU, as well as identify areas that may require additional quality sampling
• Ability to handle a high volume of requests in a fast-paced environment across multiple time zones
• Project management with a focus on process improvement, efficiencies, and policy consistency
• Ability to stay current on SEC/FINRA, compliance, firm guidelines, and department policies and procedures with an ability to apply knowledge to ensure risk mitigation
• Some travel possible (up to twice per year)
• Other duties as assigned

Qualifications:

• Strong leadership capabilities. Previous management/supervisory experience is a plus
• Experience with Microsoft Office programs, especially Microsoft Excel and Outlook
• Strong organizational skills, attention to detail, and critical thinking skills
• Highly effective written and verbal communication skills
• Ability to research and resolve escalated inquiries
• Self-motivated and able to work in a fast-paced environment

Experience:

• 2+ years of industry experience
• Risk or compliance experience a plus

Education:

• Bachelor’s degree or equivalent work experience

Licenses and Registrations:

• Series 7, 66 (or 65 and 63), 9/10 or equivalent

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 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).