Director Operations

We are seeking an ambitious and detail-oriented Director to join our KYC Services Team. In this position, you will play a key role in driving and executing strategic initiatives across the CORD DDR (Data and Document Refresh) Program. As a Level 2 escalation team, you will be responsible for managing escalations related to the refresh program. You will work closely with the Business Control Units, Sales, Global Financial Crimes, Legal and Compliance, and the KYC Refresh team to contribute to the success of the Regulatory Refresh program. The ideal candidate will have a demonstrated history of excellence, embrace significant responsibilities and stay current with Fincen regulations as they pertain to KYC, Sanctions and AML. In the Operations division, we partner with business units across the Firm to support financial transactions, devise and implement effective controls and develop client relationships. This is a Team Manager position at Director level within Core Services, which is responsible for performing and managing product‑agnostic and centralized operational services across several businesses and products. What you’ll do in the role Review and enrich the client remediation population. Prepare KYC files highlighting cases that are breaching SLAs to present to stakeholders and senior management. Create and maintain regular communication channels with stakeholders to provide updates and gather feedback. Host weekly calls to highlight potential risks to the Business Control Units. Provide guidance and oversight to the KYC Refresh team responsible for contacting external clients to obtain refreshed AML data and documents. Troubleshoot cases and collaborate on solutions. Interact with subject matter experts to develop FAQs and standard responses to common themed queries. Communicate with focus clients and sales coverage to provide regulatory guidance and organize client calls where needed. Prioritize, track and consolidate escalations in an organized and concise manner. Review cases before handover to Business Control Unit for assessment. Stakeholder & Risk Management Serve as a key point of contact for internal stakeholders on regulatory matters, demonstrating professionalism, expertise, and a deep understanding of the DDR program. Proactively identify, assess, and prioritize potential risks across all phases of the DDR program. Process Improvement & Analysis Analyze and optimize operational processes to assess areas for improvement and efficiency. Focus on transformation and automation to improve efficiency. Facilitate and support the planning and execution of comprehensive change management strategies to ensure seamless transitions and successful adoption of project rollouts. What you’ll bring to the role A minimum of 5-7 years’ experience in KYC / AML. A minimum of 7-10 years’ industry experience. College/University degree or equivalent with a business focus and relevant/proven experience. Exceptional problem‑solving skills: ability to independently assess and identify plans for resolution. Exceptional quantitative and analytical skills. A strong work ethic, with keen attention to detail, and a collaborative, team‑oriented mindset. Exceptional organizational skills: ability to multi‑task and prioritize accordingly. Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely. High proficiency in Microsoft Excel (VLOOKUP, pivot tables) and PowerPoint. Strong ability to manage and analyze large data sets. Ability to manage multiple projects and competing priorities in a fast‑paced, deadline‑driven environment. Compensation and Benefits Expected base pay rates for the role will be between $120,000 and $172,500 per year at the commencement of employment. Base pay will be determined on an individualized basis and is only part of the total compensation package, which 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. For more information, please visit: #J-18808-Ljbffr