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Department Profile

Morgan Stanley at Work (MSAW) is quickly becoming the global leader in equity-based incentive and share purchase savings plan management. We specialise in the delivery of complete web-based services for the full lifecycle of equity-based incentive and savings plans. Through our Shareworks by Morgan Stanley platform, MSAW is setting the industry’s service standard for the administration and execution of all types of equity-based incentives and savings plans.

Team Profile

MSAW is a fast-growing subsidiary company of Morgan Stanley where every member of our team is important to our success. If you have an unfailing commitment to excellence, alignment to client interests and strong people leadership skills, MSAW will welcome your contribution to our enthusiastic team. We reward our people with a competitive compensation and benefits package.

Client Service Management

The Client Service Management (CSM) organisation provides ongoing corporate client share plan servicing on the Shareworks platform, for corporate clients who outsource the support of critical functions of equity compensation, as well as those who elect to maintain some administrative responsibilities in-house. Operating with deep business acumen and robust platform knowledge, the CSM organisation supports corporate clients with daily, monthly, and annual event processing and case management. Team members research and respond to client enquiries and issues, in a timely manner, complying with internal SLAs and ensuring a positive client experience. Operating with a “One team” mindset, the CSM organisation supports the new client Onboarding and Sales teams with servicing enquiries for seamless client support. The mission of the Client Service Management organisation is to deliver best in class service, ease of use, and flawless execution, resulting in the establishment of trusted partnerships with clients.

Client Share Plan Administrator Role

Reporting to the Client Administration Manager, the Client Share Plan Administrator is responsible for day-to-day administration of corporate client accounts on MSAW’s proprietary software, Shareworks. This includes data uploads, data validation and management and answering emails from corporate client contacts. The Client Share Plan Administrator role supports an assigned base of corporate clients, applying equity compensation expertise in the delivery of high-quality share plan administration services and serving as a trusted client advocate and partner.
Client Share Plan Administrator Responsibilities
The Share Plan Administrator is responsible for providing administration and customer service to assigned corporate client accounts and their plan participants, including but not limited to:
Corporate client interaction with contacts including but not limited to HR professionals, finance, payroll and other stakeholders
Build and maintain a working relationship with Relationship Managers either within MSAW or externally
Act as a liaison between corporate clients and plan participants and other internal departments including Operations, Reconciliation and Product
Support other team members with day-to-day activities
Review and resolve issues identified daily by system monitoring tools
Track open issues and escalate where appropriate
Produce financial and administrative reports from Shareworks as required
Training of corporate clients as required
Learn, maintain, and continuously expand knowledge of Shareworks

Qualifications

• Previous equity compensation administration and experience with global equity plans, complex plans such as restricted share units/awards, performance vesting/awards, etc. will be a clear advantage
• ICSA certification is preferred, but not required
• Able to nimbly manage multiple clients, with high level of customer focus
• A passion for providing proactive client-focused solutions
• Collaborative and highly effective in partnering with internal teams for seamless support of clients
• Highly attentive and empathetic to client needs and requests, able to identify and address proactively
• Able to build long term client relationship; be a trusted advisor
• Strong project management and organisation skills
• Willing to go above and beyond, while maintaining a positive attitude
• Strong analytical, problem-solving skills, and proven attention to detail
• Able to work under pressure, retaining focus and positive attitude
• Ability to assist in the development and improvement of internal and external processes
• Very strong communication skills, verbal and written