Technology Management Executive Director WMT

At Morgan Stanley India we support the Firms global businesses with critical presence across Institutional Securities Wealth Management and Investment management as well as in the Firms infrastructure functions of Technology Operations Finance Risk Management Legal and Corporate & Enterprise Services. Morgan Stanley has been rooted in India since 1993 with campuses in both Mumbai and Bengaluru. We empower our multi-faceted and talented teams to advance their careers and make a global impact on the business. For those who show passion and grit in their work theres ample opportunity to move across the businesses.

Technology partners with our business units and leading technology companies to redefine how we do business in ever more global and dynamic financial markets. Technology is the key differentiator that ensures that we manage our global businesses and serve clients on a market-leading platform that is resilient safe efficient smart fast and flexible. We have a large number of award winning technology platforms that help to propel our Firms businesses to be the top in the market.

Our India technology teams are based in Mumbai and Bengaluru. We have built strong techno-functional teams which partner with our offices globally taking global ownership of systems and products. We have a vibrant and diverse mix of technologists working on different technologies and functional domains. There is a large focus on innovation inclusion giving back to the community and sharing knowledge.
About the Contact Center Team
The Contact Center Call Routing Interactive Voice Response (IVR) & Analytics team develops and supports a portfolio of Contact Center Call Routing and IVR applications for Morgan Stanley Wealth Management clients and the field which include self-service IVR applications Intelligent Call Routing Call Recording and Speech Analytics Work Force Management and Call Back Technology and Reporting. These applications deliver a wide range of functionality by leveraging speech recognition and Natural Language Understanding (NLU) and intelligent call routing to provide the best caller experience.
Role Description
We are looking for a self-motivated senior leader preferably with a background on SaaS product like Genesys solution to lead this team. The candidate will be primarily responsible for leading design implementing and ensuring resiliency of contact center IVR and Routing applications implemented using Genesys. The successful candidate will need to have a broad call center view and understand in detail how the Genesys solution works with and alongside numerous other call center technologies.
The Contact Center & Client Experience Technology team lead will ideally have experience leading Cloud based Contact Center & Analytics platforms as well as architecturally contributing to development of teams horizontal suite of applications. Additionally the role will also contribute to ensuring the departments tech modernization goals are achieved. The role will ensure that technology strategies are well-coordinated and fully supporting the development of apps & products and growth within functions and lines of business. This role will also have regional responsibilities leading an India based team of 30 heads.
In the Reporting and Analytics space the team lead role has potential global leadership opportunities in managing business requirements prioritizing work with the business stakeholders delivering best in class data analytics and reporting functionality while designing and architecting robust technical solutions. Qualifications
>Bachelors or Masters degree in engineering Technology or related field is required.
>A minimum of 15 years of experience in Technology development Public Cloud exposure DevOps Modernization or related roles.
>Good tech background to run Analytics and Reporting function of Contact Center and come up with automation scaling opportunities etc. and bring some technical thought leadership
>Financial industry experience is preferred.
Key Responsibilities (Functional)
>Own and lead the architecture design and development of various Contact Center Platforms. Providing mentorship to engineers and guide project team with technical solutions
>Build and Maintain relationship with key global business stakeholders and manage their respective workstreams
>Lead the global business strategy for Contact Center Platforms and partner with stakeholders across US for regional implementations and value addition opportunities.
>Lead change while maintaining operational excellence quality & control
Key Responsibilities (Regional)
Hire manage motivate and develop a highly efficient and diverse India team of Application Development and Maintenance engineers.
Act as a local leader and local manager for the team managing aspirations career growth performance reviews & feedback.
Vendor Management and leading vendor consultants to deliver projects
People Management Career development and Learning plans for team
Required Skills
Experience in application/system design and architectures of cloud-based applications & Data Analytics
Strong experience in any mainstream programming language like Java
Event driven system design and Technology like Kafka
Strong experience in database development on any major RDBMS platform (SQL Server/Oracle/Sybase/DB2) in designing schema complex procedures complex data scripts query authoring (SQL) and performance optimization.
Expertise in designing Business Continuity /Disaster Recovery architecture
Experience on data integration pipelines and Analytics dashboarding like PowerBI
Awareness on Cloud platforms (AWS/Azure) and Knowledge of Snowflake would be desirable
Experience establishing & leading large-scale teams work with global and cross-functional teams.
Strong leadership skills with the ability to drive change and foster a culture of accountability and excellence
Experience in handling large projects involving large data sets would be desirable
Knowledge and active use of project management skills
Experience with Agile software development and project management methodologies.
Constant curiosity and a desire to improve self and team members
Strong sense of ownership and accountability. Attitude to manage issues proactively including timely resolution and the identification of remediation opportunities
Ability to manage ambiguity and bring focus with recommendations on solving tactical and strategic challenges
Good to have knowledge of Contact Center products like Genesys

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley we raise manage and allocate capital for our clients helping them reach their goals. We do it in a way thats differentiated and weve done that for 90 years. Our values - putting clients first doing the right thing leading with exceptional ideas committing to diversity and inclusion and giving back - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll find an opportunity to work alongside the best and the brightest in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey offering some of the most attractive and comprehensive employee benefits and perks in the industry. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds talents perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting developing and advancing individuals based on their skills and talents.