ROLE OVERVIEW
This role leads the Product Servicing function for Morgan Stanley’s corporate deposit business, covering deposit products, payments and commercial digital banking platform. Product Servicing is the new middle office for Corporate Deposits and will serve as the client’s single point of contact, coordinating Onboarding, Financial Crimes, Deposit Operations, the Wire Room and Technology across the client lifecycle, from origination to account closure.
As Executive Director, the successful candidate will own the servicing strategy, operating model, team and control environment. They will lead the function through MVP launch and then scale it as the business grows and adds new capabilities and use cases. This is a senior leadership role that needs a strong people leader with deep corporate banking servicing expertise, sound risk judgment and the credibility to influence senior partners across the Firm.
KEY RESPONSIBILITIES
Strategy & Operating Model
- Set the vision, strategy and multi-year roadmap for corporate deposit servicing, aligned with product, sales and Firm priorities
- Own the Product Servicing operating model and the Product Service Center as the client’s single front door, with clear roles and handoffs with Onboarding, Financial Crimes, Deposit Operations, the Wire Room and Technology
- Lead servicing readiness for MVP go-live and future releases, and scale the model as volumes, products and client segments grow
- Define the servicing approach for future capabilities, such as escrow, sub-accounting, ERP connectivity and other expanded use cases
Client Experience & Lifecycle
- Own the end-to-end servicing journey: origination handoff, account opening coordination, client enablement, servicing and payments support, and account closure
- Oversee digital portal client enablement, including Client Administrator setup, entitlements, limits, training and ongoing access management
- Serve as the senior escalation point for complex client issues, including wires, payment exceptions, fraud and sanctions holds, and portal incidents
- Partner with Sales, Client Service and Relationship Managers to deliver a premium, consistent experience for corporate and institutional clients
People Leadership
- Build, lead and develop the Product Servicing team, including hiring, onboarding, training, performance management and succession planning
- Set capacity and staffing models, and secure headcount and budget as the business scales
- Build a culture of ownership, client focus, accountability and continuous improvement
Risk, Controls & Governance
- Own the servicing control framework, including client authentication, callback and verification standards, fraud escalation and maintenance of procedures
- Make sure policies, procedures and playbooks are documented, current and aligned with regulatory and Firm requirements
- Lead audit, risk and regulatory engagement for the servicing function, and drive timely remediation of findings
- Set and report KRIs, SLAs and service KPIs to senior management and governance forums
Technology, Data & Innovation
- Set requirements for case management, CRM, workflow and reporting tools, and lead adoption across the team
- Drive automation, self-service and AI-enabled tools that improve speed, accuracy and scalability
- Use servicing data and client feedback to identify root causes and prioritize product and platform enhancements
EXPERIENCE
- 15+ years of experience in corporate or commercial banking servicing, treasury services, cash management operations or middle office
- 7+ years of people leadership, including building or scaling a client servicing or operations function
- Deep knowledge of corporate deposit, payments and digital banking servicing, including onboarding, entitlements, wires and exception handling
- Proven track record of designing operating models and control frameworks in a regulated bank environment
- Experience leading teams through a new product or platform launch
- Bachelor’s degree in Finance, Economics, Business or a related field; MBA or equivalent preferred
SKILLS & LEADERSHIP ATTRIBUTES
- Strategic leader who can set direction and execute in a build environment with ambiguity
- Strong risk and control mindset, with sound judgment on escalations and client issues
- Influential across Sales, Product, Operations, Technology, Risk, Legal and Compliance
- Client-centric, with a track record of raising service quality and client satisfaction
- Clear, concise communicator with senior management and clients
- Data-driven approach to managing performance, capacity and continuous improvement
- Preferred: Experience with D1C or similar corporate digital banking platforms, Salesforce or Dynamics case management, and FIS Profile
