Operations Supervisor - Parametric

Operations Supervisor

This role is part of Parametric's hybrid working model, which includes working in the office 3 days a week and choosing to work remotely or in the office the remaining days of the week.

The Client Relations Group (CRG) at Parametric builds meaningful relationships with clients by closely collaborating with sales teams and internal partners to deliver exceptional operational client service for accounts and client activities.

CRG is comprised of teams and functions including Client Experience (client service and onboarding teams), Client Operations, and Client Control & Contract Management.

This Supervisor position is part of the Client Service team within the Client Experience organization at CRG. The Operations Supervisor oversees, monitors, and improves the daily workflow for their assigned regions. Responsibilities include supervising, mentoring, supporting, and training associates based on feedback from internal teams. The Operations Supervisor collaborates with team leadership and associates to increase efficiency and reduce risk. Building relationships with internal teams and clients, employee development, and management are key aspects of the role.

Primary Responsibilities

• Manage and mentor individual production team members and first time managers. This includes training, active feedback, performance management and performance evaluations.
• Establish regular lines of communication for upward and downward management with all direct reports and co-direct reports.
• Manage approximately 5-8 direct reports on a daily basis.
• Provide regular feedback on client service expectations to group.
• Work with Client Service VPs to execute Objectives & Key Results (OKRs) and maintain healthy Key Risk Indicators (KRIs).
• Facilitate workload distribution amongst the team.
• Help the team with day-to-day workflow, identifying activities that need to be escalated / prioritized, and facilitating the review and remediation of escalated items.
• Serve as the escalation point for client relationships and team members, as well as intradepartmental requests, including error resolution. Utilize informed discretion regarding the need for further escalations with a solution orientated mindset.
• Participate as needed on client conference calls and meetings.
• Proactively seek opportunities to improve team processes to reduce risk and improve efficiencies, leveraging a growth-oriented mindset.
• Help lead and implement ad-hoc team projects and initiatives, communicating needs to team.
• Serve as a knowledge expert among peers and other departments. Deep understanding of the "whys" behind processes.
• Partner with leadership across the organization to carry out goals of the team and department.
• Create and oversee reports to mitigate risk within the organization.
• Proactively seek opportunities to improve efficiencies within the team and department.
• Help monitor and manage efforts pertaining to business continuity and resiliency.
• Create and maintain content for learning and development purposes across group.
• Proactively maintain and / or establish new controls within group to mitigate risk; lead the drafting and maintenance of channel guides / master process guides / team policies and procedures.
• Help facilitate the development, testing, and deployment of new technology releases / applications on behalf of group.
• Work with Vice President to generate metrics and create reports that assist in determining resource needs by recognizing key trends.

Job Requirements

Parametric believes each member of our organization makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties and qualifications. It is our expectation that every member of our team will offer his / her / their services wherever and whenever necessary to ensure the success of our client services.

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.

Salary range for the position : $78,000 - 140,000 / Yr. The successful candidate may be eligible for an annual discretionary incentive compensation award. The successful candidate may be eligible to participate in the relevant business unit's incentive compensation plan, which also may include a discretionary bonus component. Morgan Stanley offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave consistent with state and local law, Parental Leave and 20 Vacation Days annually), 10 Paid Holidays, 401(k), and Short / Long Term Disability, in addition to other special perks reserved for our employees. Please visit mybenefits.morganstanley.com to learn more about our benefit offerings.

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).