Institutional Equity Division – Director, Fund Services Investor​/Purchase

Established in 2004, Morgan Stanley Fund Services (MSFS) is a global business within the Institutional Equities Division (IED) providing fund administration services to hedge funds, private equity funds and large family offices. Our offering includes fund accounting and investor services, portfolio analytics, middle-office functions, regulatory and financial reporting, and tax services.

MSFS is seeking an experienced professional to join its Investor Experience initiative, reporting directly to the Head of Investor Experience.

This individual will partner with the Head of Investor Experience to help shape and execute initiatives designed to continuously improve the experience of investors across the MSFS platform.

The role requires a strong working knowledge of Investor Services and Fund Administration, combined with capabilities in data and analytics, project management, strategic execution, relationship management and operational servicing.

The successful candidate will develop a data-driven understanding of the MSFS investor population, maintain readily available insights on investor activity, profiles and trends, and use those insights to identify opportunities for improvement. The individual will also lead cross-functional initiatives, including targeted efforts for specific investor segments such as nominee investors, intermediaries and wealth management platforms.

This role will work particularly closely with Investor Services, while partnering across AML, FATCA/Tax, Documentation, Operations, Technology and other functions involved in investor onboarding and ongoing servicing.

We are looking for a proactive, collaborative professional who can operate with a high degree of ownership and move comfortably between strategic thinking, data analysis, project execution and hands-on problem solving.

• Partner with the Head of Investor Experience to develop and execute the Investor Experience strategy, identifying opportunities to improve the end-to-end investor journey, service quality, efficiency and scalability.
• Develop and maintain a data-driven understanding of the MSFS investor population, including investor profiles, activity, transaction patterns, behaviors and servicing trends.
• Build and maintain reliable, readily available Investor Experience metrics, statistics, dashboards and management reporting, translating complex data into actionable insights and recommendations.
• Source, organize, validate and analyze large and complex data sets from multiple systems and proactively identify trends, emerging issues and opportunities requiring further action.
• Develop and execute targeted initiatives by investor type, including nominee investors, wealth management platforms, intermediaries and other significant investor populations, recognizing their distinct servicing needs and operating models.
• Engage with key investor organizations and internal stakeholders to identify opportunities for more streamlined and scalable workflows, improved information exchange, reduced manual touchpoints and more efficient servicing models.
• Partner closely with Investor Services and collaborate across AML, FATCA/Tax, Documentation, Operations, Technology and other relevant teams to improve investor onboarding and ongoing servicing.
• Bring together cross-functional subject-matter experts to address investor pain points and process inefficiencies, balancing an enhanced investor experience with regulatory, control, tax, documentation and operational requirements.
• Coordinate Investor Experience projects from concept through implementation, establishing workplans, milestones and measures of success; facilitate working groups, manage dependencies and drive stakeholders toward decisions and execution.
• Maintain strong operational knowledge and provide hands-on support and coordination for large, complex or strategically important investors when appropriate, helping facilitate timely resolution of complex servicing matters.

• Meaningful experience in Investor Services, Fund Administration, alternative asset servicing or a related financial services discipline.
• Strong understanding of the end-to-end investor lifecycle and the operational, regulatory and control environment supporting alternative investment funds.
• Demonstrated ability to work with large and complex data sets, including sourcing, organizing, validating, maintaining and analyzing information from…