VOTF Feedback and Reporting Analyst, Client Segments, Analyst

Job Summary

This position will report within the Field Service - Field Feedback & Engagement Management team. The candidate will be responsible for supporting feedback that is received from Morgan Stanley branch offices and business partners. The position will require coordination and collaboration across Wealth Management business areas. The candidate will manage the feedback lifecycle, support data analysis (e.g., tracking, trends, opportunities, etc.), management reporting, the creation of power-point presentations for meetings as well as providing support other Field Service initiatives.

Responsibilities

• Oversee and review feedback assignment, alignment to corresponding business areas, escalation of feedback when required

• Ensure a consistent Field Experience that meets target SLA agreements, manage the business partner outreach process for unclaimed feedback cases, escalate aged feedback responses and sensitive issues.

• Ensure responses received from business partners adhere to best practice standards set forth by the program

• Develop and maintain the program s queue list, knowledge base articles, and process and procedures documentation

• Develop and maintain open case tracking reports (cases that are unclaimed and exceed stated SLA)

• Manage the program s mailbox and respond to inquiries

• Assist in program release management activities including quality assurance testing

• Create data analysis reporting to assist with metrics reporting, management reports, identifying trends & opportunities and support of ad-hoc requests

• Assist with the creation of power-point presentations for management and business partner meetings.

• Provide additional support for ad-hoc projects which may fall within the Field Service organization.

• Participate in Technology, Operations, and Policy/Procedure forums to understand upcoming enhancements and to anticipate Field Feedback as needed.

  Skills Required

• Strong sense of ownership and accountability for work

• Experience of 6months to 2years

• Strong interpersonal skills, capability to develop and build relationships

• Strong project management and organizational skills with the ability to prioritize

• Strong attention to detail and excellent follow-up skills

• Strong proficiency with Microsoft PowerPoint and Excel

• Possess strong written and verbal communication skills

• BA or BS preferred, but not required

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.