Institutional Equity Division – Director, Fund Services Investor Experience (New York/Purchase)

Morgan Stanley•Purchase, NY

3d•$95,000 - $190,000•Hybrid

About The Position

Morgan Stanley Fund Services (MSFS) is seeking an experienced professional to join its Investor Experience initiative, reporting directly to the Head of Investor Experience. This individual will partner with the Head of Investor Experience to help shape and execute initiatives designed to continuously improve the experience of investors across the MSFS platform. The role requires a strong working knowledge of Investor Services and Fund Administration, combined with capabilities in data and analytics, project management, strategic execution, relationship management and operational servicing. The successful candidate will develop a data-driven understanding of the MSFS investor population, maintain readily available insights on investor activity, profiles and trends, and use those insights to identify opportunities for improvement. The individual will also lead cross-functional initiatives, including targeted efforts for specific investor segments such as nominee investors, intermediaries and wealth management platforms. This role will work particularly closely with Investor Services, while partnering across AML, FATCA/Tax, Documentation, Operations, Technology and other functions involved in investor onboarding and ongoing servicing. We are looking for a proactive, collaborative professional who can operate with a high degree of ownership and move comfortably between strategic thinking, data analysis, project execution and hands-on problem solving.

Requirements

Meaningful experience in Investor Services, Fund Administration, alternative asset servicing or a related financial services discipline.
Strong understanding of the end-to-end investor lifecycle and the operational, regulatory and control environment supporting alternative investment funds.
Demonstrated ability to work with large and complex data sets, including sourcing, organizing, validating, maintaining and analyzing information from multiple sources.
Advanced Excel skills and experience developing management reporting and presentations; experience with data visualization, business intelligence and analytical tools is highly desirable.
Working knowledge of AI and generative AI tools is a significant plus, particularly the ability to apply them to data analysis, research, workflow improvement, productivity and problem-solving.
Strong project management and execution skills, with the ability to manage multiple workstreams, stakeholders, dependencies and deadlines simultaneously.
Strong strategic and problem-solving capabilities, including the ability to independently structure ambiguous or complex issues and develop practical solutions.
Excellent written and verbal communication skills, with the ability to synthesize complex information into clear, concise and executive-ready insights and recommendations.
Strong relationship-management and collaboration skills, with the ability to build credibility, influence stakeholders and drive outcomes across teams and organizational boundaries.
Demonstrated initiative, intellectual curiosity, sound judgment and ownership, with the ability to balance strategic thinking and attention to detail with hands-on execution.

Nice To Haves

Experience with data visualization, business intelligence and analytical tools is highly desirable.
Working knowledge of AI and generative AI tools is a significant plus, particularly the ability to apply them to data analysis, research, workflow improvement, productivity and problem-solving.

Responsibilities

Partner with the Head of Investor Experience to develop and execute the Investor Experience strategy, identifying opportunities to improve the end-to-end investor journey, service quality, efficiency and scalability.
Develop and maintain a data-driven understanding of the MSFS investor population, including investor profiles, activity, transaction patterns, behaviors and servicing trends.
Build and maintain reliable, readily available Investor Experience metrics, statistics, dashboards and management reporting, translating complex data into actionable insights and recommendations.
Source, organize, validate and analyze large and complex data sets from multiple systems and proactively identify trends, emerging issues and opportunities requiring further action.
Develop and execute targeted initiatives by investor type, including nominee investors, wealth management platforms, intermediaries and other significant investor populations, recognizing their distinct servicing needs and operating models.
Engage with key investor organizations and internal stakeholders to identify opportunities for more streamlined and scalable workflows, improved information exchange, reduced manual touchpoints and more efficient servicing models.
Partner closely with Investor Services and collaborate across AML, FATCA/Tax, Documentation, Operations, Technology and other relevant teams to improve investor onboarding and ongoing servicing.
Bring together cross-functional subject-matter experts to address investor pain points and process inefficiencies, balancing an enhanced investor experience with regulatory, control, tax, documentation and operational requirements.
Coordinate Investor Experience projects from concept through implementation, establishing workplans, milestones and measures of success; facilitate working groups, manage dependencies and drive stakeholders toward decisions and execution.
Maintain strong operational knowledge and provide hands-on support and coordination for large, complex or strategically important investors when appropriate, helping facilitate timely resolution of complex servicing matters.