Client Services Operations Manager Jobs in Massachusetts

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in more than 41 countries, the Firm’s employees serve clients worldwide including corporations, governments, institutions and individuals. For further information about Morgan Stanley, please visit www.morganstanley.com.

Parametric is part of Morgan Stanley Investment Management, the asset management division of Morgan Stanley. We partner with advisors, institutions, and consultants to build portfolios focused on what is important to them and their clients. A leader in custom solutions for more than 30 years, we help investors access efficient market exposures, solve implementation challenges, and design multi‑asset portfolios that respond to their evolving needs. We also offer systematic alpha and alternative strategies to complement clients’ core holdings.

The Client Relations Group (CRG) at Parametric builds meaningful relationships with clients by closely collaborating with sales teams and internal partners to deliver exceptional client service for accounts and client activities. CRG is comprised of teams and functions including Client Service (client relationship building and service), Client Experience (special client service initiatives to support the client experience), Contract Management (manage contract lifecycle and record retention), and Client Operations (new account workflow, activities, billing, and audit/oversight).

The VP – Manager, Operations (Client Service) is responsible for leading Parametric’s global Client Service function, overseeing a team of approximately 45 professionals across the U.S. and India. This role is accountable for the delivery of a consistent, high‑quality client service experience across Parametric’s separately managed account platform. The individual will operate as a leader of leaders, driving the strategy, execution, and continuous improvement of the client service model. This includes ownership of team performance, service delivery standards, operational efficiency, and cross‑functional alignment.

This role is not directly client‑facing in a production capacity, but serves as a senior escalation point and is responsible for ensuring the Client Service team delivers best‑in‑class support to clients and partners.

The Manager will partner closely with Sales, Product, and Operations leadership to enhance the client experience, scale the operating model, and support the continued growth of the business. This position is designed for a senior VP‑level leader preparing to take on broader executive responsibilities.

Team & Organizational Leadership

• Lead and develop a global Client Service organization (~45 professionals) across the U.S. and India, including direct oversight of managers and senior team leads
• Operate effectively within a global structure with dotted line reporting; driving alignment and consistency across regions
• Build and sustain a high‑performance culture focused on accountability, development, and continuous improvement

Service Delivery & Operating Model Ownership

• Own and evolve the client service delivery model, ensuring consistent, scalable support across client segments and strategies
• Establish and monitor key performance indicators (KPIs) including service levels, quality, and productivity
• Ensure an effective day‑to‑day operating environment capable of supporting a growing and increasingly complex business

Operational Excellence & Transformation

• Identify and lead initiatives to improve workflows, enhance efficiency, and reduce operational risk
• Partner with technology and operations teams to evaluate and implement tools that enhance team effectiveness and client experience
• Drive continuous improvement efforts, including root cause analysis and control enhancements following operational events

Escalation Management & Risk Oversight

• Serve as a senior escalation point for complex client service issues, ensuring timely and effective resolution through internal coordination
• Partner with internal stakeholders to address service breakdowns, implement corrective actions, and strengthen controls

Cross‑Functional Leadership

• Partner with Sales, Product, Operations, and other internal stakeholder teams to ensure alignment on client needs and service delivery
• Translate feedback from clients and internal partners into actionable improvements to processes, tools, and service model

Talent Management & Workforce Planning

• Lead hiring, onboarding, and development of team members, with a focus on building a strong leadership bench
• Manage capacity, resource allocation, and organizational design to support business growth and evolving client needs

• 7+ years of experience in asset management, wealth management, or financial services, with significant exposure to client service or operations functions
• Proven track record of leadership and team management in a client service environment; proven ability to design and scale service delivery models and operating frameworks
• Strong track record of driving process improvement, operational efficiency, and organizational transformation
• Experience partnering with senior stakeholders across business lines to influence outcomes and drive alignment
• Excellent leadership, communication, and executive presence, with the ability to operate effectively at senior levels of the organization
• Bachelor’s degree required; advanced degree or relevant certifications a plus

Expected base pay rates for the role will be between $115,000 and $225,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long‑term incentive packages, and other Morgan Stanley sponsored benefit programs.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross‑section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.