VP - India Lead - Employee and Guest Services Manager

Job Description

*Role: India Lead - Employee and Guest Services Manager Indicative Level: Vice President Location: Mumbai Reports to: Global Operations Manager and Global Head of EGS First Class Service Delivery, Client Liaison, Vendor Management and Business Analytics Company Profile Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firms employees serve clients worldwide including corporations, governments and individuals in 42 countries.As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.Department Profile Corporate Services provides a robust portfolio of global services utilized daily across the Firm to enable productivity, efficiency, safety, optimized business models and an enhanced employee experience in the workplace. We have over 5,000 staff managing a multi-billion dollar scope of services including Real Estate and Location Strategy; Real Estate Portfolio and Transaction Management; Property Management; Corporate Travel; Corporate Security & Investigations; Corporate Information Management; and Regional Client Services; and Office of the COO.Job Summary The Employee and Guest Services function is responsible for Morgan Stanley Employee and Guest Services ranging from onsite food outlets to executive dining, conferencing, fitness, daycare, switchboard, visitor management, and reception services. We foster engagement and commitment with the programs we develop by aligning employees and personal goals with corporate purpose and by applying design thinking to the employee experience. This role is a platform for an experienced corporate amenity professional to directly impact the Morgan Stanley employee and guest services experience. The role will incorporate driving innovation and next generation service offerings, strategically managing third party relationships, managing financials, risk mitigation and will require business unit engagement and strategic partnership across Corporate Services, Technology, and Human Resources. The role will also entail supporting hospitality programs with data analytics, metrics and reporting to produce executive level presentations. Key themes of responsibilities include enabling the firm to be more efficient and productive, commercials and ROI, risk management, innovation, and the workplace experience.Job Responsibilities Strategically manage the delivery of service to include foodservices, visitor management, reception services, central reservations, conferencing, fitness and wellbeing, switchboard, and daycare to meet Morgan Stanley s global standards for best in class employee and guest experienceIn partnership with Project Management, team and Workplace Evolution Teams manage amenity space design and drive projects team to build effective spaces. This includes being an integral part of the ongoing development projects in India, including GIC Mumbai. Create effective, commercial operating models that are managed through a continuous improvement lifecycle with a focus on budget and ROIManaging Morgan Stanley vendors in an effective manner ensuring compliance with Morgan Stanley vendor management program, rules, guidelines, minimizing risk, protecting the firm and its franchise, in line with the firm s commitment to Environmental standards. Track and monitor KPI s, SLA s and drive vendor performance for continuous improvement. Build relationships, collaborate and strategize with service providers and their business partners to create a best in class and fit for purpose environment for employees and clients Resourcing planning to ensure operations are resilient and balanced to support business as usual activities and strategic projects and priorities. Develop and maintain Business continuity plans, keeping compliant with firm requirements. As part of the Global team, actively participate in regional and global initiatives. Clear and proper communications are critical. Maintain an active awareness and understanding of global workplace trends, innovations and opportunitiesDevelop, implement, and update processes to mitigate all risk issues. This includes topics but not limited to technology risk and compliance, health and safety, food safety and sanitation, regulatory compliance, firm guidelines and confidentiality. Respond to and management of environment & safety issues as they pertain to the health, safety and wellbeing of MS employees.Incident Response:Familiarity with and adherence to the firm s incident response processOn-call availability for afterhours emergency and BCP business supportCoordination and communication of incident response protocols developed in partnership with global securityManage and develop relationships with key business unit stakeholders and contacts. This also includes collaborating to understand how EGS can help enable productivity. Ensure each of the EGS functions operate at the highest levels of client satisfaction on a consistent basis and create an exceptional workplace experience for the people of Morgan Stanley.Drive and implement Corporate Social Responsibility initiatives. Implement and stay compliant with any firm and global CSR initiatives. Develop, coach, train, and guide your team to success.Incident Response: On-call availability after office hours for emergency and BCP needs as requiredCoordination and communication of incident response, *Required Skills/Experience: (Knowledge and abilities to qualify for position) Ability to multi task and managing varying stakeholder priorities in a professional effective way.Formal qualification and degree in hotel management, hospitality sector, property and/or facilities managementMinimum 12 years of relevant experience, with 3 years at a senior level is desirableExperience should relate to corporate amenities service design, development and operational experience and where managing teams was a large part of your roleAbility to and experience managing global and regional prioritiesPrevious experience in Investment Banking/Financial Services environment would be advantageousHighly technical and knowledgeable of latest industry trends and service delivery platformsExperience working with internal clients and stakeholders at various levels of the organization with an ability to communicate clearly and develop relationships with business partnersExpertise analyzing financial data and managing budgetsCandidate to possess a high level of attention to detail, the drive and determination to deliver first class services in a fast paced, highly expectant environmentStrong verbal and written communication skills English and local language.A strategic thinker and self-starter with an entrepreneurial spiritProficient PC skills including outlook, excel, word, PowerPoint, etc.

Keyskills :
third party relationshipscorporate social responsibilityenvironmental impact assessmentfood safetydata analyticsservice designfinancial dataclient liaisonspace design