Morgan Stanley Hong Kong is seeking a Product Assurance Lead with expertise in AI Ops and automation to transform service desk interactions and enhance back-office operations. This role combines cutting-edge AI technologies with process optimization, aiming to automate service desk interactions and, in the long term, develop a comprehensive self-service portal for back-office staff.

The ideal candidate should be a self-starter with the ability to identify automation gaps and uncover use case opportunities. The candidate will be embedded within the operations team, actively participating in day-to-day operations to gain hands-on insights into workflows, pain points, and areas for improvement. By being embedded in a metro location, the candidate will gather real-time feedback, analyze user needs, and ensure that the solutions developed are impactful and user-centric. This is a forward-thinking role that requires a passion for innovation and the ability to drive transformation in service desk operations.
 

Key Responsibilities:
 

AI Ops & Automation:

• Leverage AI Ops principles and advanced technologies to automate and optimize service desk workflows.

• Actively participate in daily operations within the metro location to identify gaps and inefficiencies in real time.

• Develop and deploy intelligent tools, such as chatbots and automated ticketing systems, to improve efficiency and end-user satisfaction.
   

Self-Service Portal Development:

• Lead the design and development of a scalable self-service portal for back-office staff.

• Identify and document diverse use cases based on direct engagement with the operations team and metro location staff.

• Collaborate with stakeholders to define and prioritize portal requirements, ensuring alignment with organizational goals.
   

Embedded Use Case Identification & Feedback Gathering:

• Work closely with the operations team to observe and analyze day-to-day workflows and challenges.

• Proactively gather real-time feedback from end-users in the metro location to identify automation opportunities and refine solutions.

• Facilitate workshops and discussions with stakeholders to uncover pain points and ensure solutions align with user needs.

Collaboration & Stakeholder Engagement:

• Partner with service desk teams, engineers, data scientists, and product managers to deliver impactful solutions.

• Act as a bridge between technical teams and the operations team, ensuring solutions are practical and user-friendly.

• Communicate progress and results effectively to stakeholders, ensuring alignment and transparency.
   

Quality Assurance & Continuous Improvement:

• Ensure the reliability, scalability, and accuracy of AI-driven tools and self-service solutions.

• Continuously monitor performance metrics and user satisfaction to refine and optimize implemented solutions.
   

Requirements:

Technical Expertise:

• Strong foundation in AI Ops, Machine Learning, and automation tools.

• Experience with ITSM platforms (e.g., ServiceNow, Jira) and integrating AI/ML solutions into service desk workflows.

• Familiarity with self-service portal design, chatbot development, and intelligent automation technologies.

Proactive & Embedded Approach:

• Proven ability to work directly within operations teams, actively participating in day-to-day activities to gather insights.

• A self-starter mindset with the ability to proactively identify automation gaps and propose innovative solutions.
   

User-Centric Design:

• Experience in gathering real-time feedback and translating it into actionable use cases.

• Ability to design intuitive, user-friendly self-service solutions tailored to operational needs.
   

Collaboration & Communication:

• Exceptional communication skills to work effectively with both technical and non-technical teams.

• Ability to present ideas and solutions clearly and compellingly to stakeholders at all levels.
   

Preferred Qualifications:

• Experience working in a metro location or high-traffic environment to gather diverse feedback.

• Certifications in ITIL, ITSM, or relevant AI/automation tools.

• Knowledge of AI Ops trends and best practices in service desk automation.
   

 Technical Proficiency

• Cloud and Infrastructure Knowledge: Hands - on experience with cloud platforms (e.g., AWS, Azure, Google Cloud) for deploying and scaling AI/ML workloads. Familiarity with containerization (Docker) and orchestration (Kubernetes) to manage AI models in production environments. 

• MLOps Expertise: Deep understanding of MLOps principles and practices, including model versioning (e.g., DVC), continuous integration/continuous deployment (CI/CD) pipelines for ML models, and monitoring of model performance in production. 

• Natural Language Processing (NLP) Specialization: Given the focus on LLMs, advanced knowledge of NLP techniques such as tokenization, attention mechanisms, and fine - tuning of LLMs for domain - specific tasks (e.g., financial services). 

• Financial Services Acumen: Basic understanding of financial markets, products, and services. Familiarity with financial data types (e.g., market data, transactional data) and regulatory requirements related to AI/ML in the financial sector (e.g., explainability for regulatory compliance). 

• Data Governance and Security: Knowledge of data governance frameworks and best practices, especially in the context of handling sensitive financial data. Experience with implementing security measures for AI models, including data encryption, access control, and protection against adversarial attacks. 

• Proven ability to lead and mentor a team of junior AI/ML engineers. Experience in setting technical directions, conducting code reviews, and fostering a culture of innovation and continuous learning within the team. 

• Exceptional communication skills to effectively collaborate with non-technical stakeholders (e.g., business leaders, clients) and translate complex AI concepts into business - relevant insights. Ability to manage stakeholder expectations and present AI solutions in a clear and compelling manner. 

• Willingness and ability to quickly adapt to new AI technologies and trends. A demonstrated track record of continuous learning, such as obtaining relevant certifications (e.g., AWS Machine Learning Specialty, Google Cloud Professional Machine Learning Engineer) or participating in advanced AI research projects. 

• A portfolio of past projects that showcases the successful deployment of AI/ML solutions in production environments, preferably with measurable business impact (e.g., improved efficiency, increased revenue, enhanced customer experience). 

• Experience in contributing to AI research, whether through publishing papers in relevant conferences (e.g., NeurIPS, ICML) or developing novel AI algorithms and techniques that have been applied in real-world scenarios.
   

Why This Role is Exciting:

Join Morgan Stanley Hong Kong as the Product Assurance Lead to lead a transformative initiative, combining AI and automation with operational insights to enhance service desks. You will be embedded in the operations team, based in a metro area, to gather feedback, identify challenges, and deliver impactful solutions. If you are innovative, collaborative, and can drive transformation, apply now!

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 that’s differentiated – and we’ve 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 - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll 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. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

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.