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PWM Business Service Officer

Morgan Stanley
New York, United States
Posted 7 days ago Permanent Competitive
PWM Business Service Officer
POSITION SUMMARY:

Business Service Managers (BSM) are responsible for shaping the future of service by modernizing our client experience through an elevated standard of care. The Business Service Manager (BSM) will report directly to the Complex Business Service Officer (CBSO) and is responsible for the supervision, management of Support Professionals and execution of all business and service functions within the assigned branches. Additional job responsibilities include facilitating communication and training for Service Professionals, partner with Complex Sales and Risk teams to ensure execution in all aspects of the business and further support the CBSO with delivering on service initiatives.

DUTIES and RESPONSIBILITIES:
People Management and Communication
  • Lead the Branch in executing the organization's strategic priorities by influencing and coaching behavioral change with a focus on consistency, quality, and compliance with Firm policies and procedures
  • Lead, mentor, and supervise a team of Support and Service Professionals
  • Promote cross-training, learning, development and recognition of Service and Support Professionals within the Complex
  • Facilitate the interviewing, selection and onboarding of new hires, including newly recruited Financial Advisors and their Support Professionals
  • Partner with CBSO and Human Resources regarding all aspects of people management, including annual performance reviews, performance management and conflict resolution
  • Maintain strong relationships with key partners within the Branch, Complex, Region and Home Office including participation in team meetings, regional and national calls
  • Consistently conduct Support Professional one-on-one meetings for coaching opportunities, career goal setting, job related activities, firm opportunities and team building; this includes meeting with Advisor teams to address service needs
  • Manage and oversee Support Professionals coverage for Financial Advisors in the Branch
  • Identify Support Professional recognition opportunities within the complex through sharing of best practices, success stories and achievements
  • Promote a branch culture that's consistent with the Firm's core values, including championing diversity and inclusion
Operational Oversight
  • Manages travel and entertainment expenses for Advisors as well as other firm programs to manage budget tracking and forecasting with adherence to Firm policies
  • Manage service transaction approvals and processes (e.g., trade supervision, money movement, document handling, cashiering, trading and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately
  • Lead select operational remediations within the team and ensure corrective action is taken before deadlines
  • Ensure appropriate coverage across all branches assigned which may include travel to assigned branches (e.g., both within operations areas as well as offices with reception areas)
  • Facilitate and manage resolution of client inquiries/requests
  • Oversee various administrative efforts in the branch
  • Ensure compliance with Firm policies and procedures by conducting regular self-audit testing and partnering with the Complex Risk Officers on branch exams and corrective action plan implementation relating to the service organization
  • Participate in national calls to learn about new platform changes, policy and procedure updates, share best practices and learn about other timely updates
  • Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies
  • Administer other duties as delegated by the Complex Business Service Officer


Qualifications:

EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS:

Education and/or Experience
  • Bachelor's degree required or equivalent education
  • Previous industry experience
  • Active Series 7, 8 (or 9 and 10), and 66 (or 63 and 65)
  • Other licenses as required for the role or by management

Knowledge/Skills
  • Effective written and verbal communication skills
  • Strong attention to detail
  • Ability to prioritize and resolve complex needs and escalate as necessary
  • Ability to identify issues and trends in order to anticipate change and provide comprehensive solutions and remedies
  • Evidence of strong leadership and talent development capabilities
  • Previous supervisory experience preferred
  • Exceptional organizational and time management skills
  • Exceptional conflict resolution skills
  • Ability to manage relationships, motivate and lead groups of people at various levels throughout the Complex
  • Knowledge of Firm's Risk & Compliance policies
  • Ability to think strategically

Reports To:
  • Complex Business Service Officer

Direct Reports:
  • Support Professionals
  • Service Professionals (includes all Service Associates and Receptionists)
This role requires that all successful applicants be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccinations within 3 days of commencement of employment.

Morgan Stanley
EOE committed to diversifying its workforce.
M/F/D/V.

Job ID  3190303
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