Director - Crypto Trade Support & Service

Morgan Stanley•Baltimore, MD

11d•$64,000 - $108,000

About The Position

Supervise a team of associates and supervisors; conduct 1:1s, performance reviews, and career development planning. > Attract, retain, and develop talent aligned with WM Operations leadership principles. Operational Oversight > Direct daily crypto trade support activities, including lifecycle management, reconciliations, and exception resolution. > Ensure Tier 3 client service escalations are resolved promptly and documented in Salesforce. Vendor & Stakeholder Coordination > Act as primary liaison with Zero Hash and internal partners (Risk, Technology, Finance) for data integrity and issue resolution. > Oversee governance and control frameworks, ensuring compliance with firm policies and regulatory standards. Risk & Control > Implement robust oversight of operational risk, including RCSA alignment and escalation protocols. > Maintain readiness for BCP events and confirm operational continuity across regions. Strategic Initiatives > Drive process improvement, automation, and integration projects to enhance efficiency and scalability. > Contribute to roadmap planning for crypto operations and vendor enhancements. > Experience with crypto or digital asset operations, reconciliations, and vendor management. > Familiarity with Salesforce case management and operational reporting tools. > Background in WM Operations governance and risk frameworks. Required > Minimum 4-6 years in trade support or operations leadership within financial services. > Proven ability to manage high-performing teams and complex operational environments. > Strong communication and stakeholder management skills; ability to influence across internal and external partners. 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. 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. Job Posting Pay Range Salary range for the position: $64,000.00 - $108,000.00/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. Please visit mybenefits.morganstanley.com to learn more about our benefit offerings. 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.

Requirements

Experience with crypto or digital asset operations, reconciliations, and vendor management.
Familiarity with Salesforce case management and operational reporting tools.
Background in WM Operations governance and risk frameworks.
Minimum 4-6 years in trade support or operations leadership within financial services.
Proven ability to manage high-performing teams and complex operational environments.
Strong communication and stakeholder management skills; ability to influence across internal and external partners.

Responsibilities

Supervise a team of associates and supervisors; conduct 1:1s, performance reviews, and career development planning.
Attract, retain, and develop talent aligned with WM Operations leadership principles.
Direct daily crypto trade support activities, including lifecycle management, reconciliations, and exception resolution.
Ensure Tier 3 client service escalations are resolved promptly and documented in Salesforce.
Act as primary liaison with Zero Hash and internal partners (Risk, Technology, Finance) for data integrity and issue resolution.
Oversee governance and control frameworks, ensuring compliance with firm policies and regulatory standards.
Implement robust oversight of operational risk, including RCSA alignment and escalation protocols.
Maintain readiness for BCP events and confirm operational continuity across regions.
Drive process improvement, automation, and integration projects to enhance efficiency and scalability.
Contribute to roadmap planning for crypto operations and vendor enhancements.