PWM Business Service Officer

Morgan Stanley; Menlo Park (CA); On-site; USD 110,000 - 145,000; Full time

Job summary

An established industry player is seeking a Business Service Officer to enhance client experience and lead a dynamic team. This role involves overseeing service functions, managing support professionals, and fostering a culture of excellence and compliance. With a focus on strategic priorities and effective communication, you will play a pivotal role in shaping service delivery and ensuring operational efficiency. Join a company that values diversity, collaboration, and individual growth, offering a comprehensive benefits package and a commitment to your professional journey.

Benefits

Comprehensive employee benefits

Diversity and inclusion programs

Mentorship opportunities

Flexible work-life balance

Qualifications

• Bachelor’s degree required along with industry experience.
• Active Series 7, 8 (or 9 and 10), and 66 (or 63 and 65) licenses needed.

Responsibilities

• Lead and mentor a team of Support and Service Professionals.
• Manage client inquiries and implement process improvements.
• Promote a branch culture consistent with core values.

Skills

Effective written and verbal communication skills

Strong attention to detail

Leadership and talent development

Conflict resolution skills

Organizational and time management skills

Ability to prioritize and resolve complex needs

Knowledge of Risk & Compliance policies

Education

Bachelor’s degree

Active Series 7, 8 (or 9 and 10), and 66 (or 63 and 65)

Job description

Business Service Officers (BSO) are responsible for shaping the future of service by modernizing our client experience through an elevated standard of care. The Business Service Officer (BSO) 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, partnering 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

• Manage travel and entertainment expenses for Advisors as well as other firm programs to manage budget tracking and forecasting with adherence to Firm policies
• Facilitate and manage resolution of client inquiries/requests
• 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
• Additional operational oversight may be required
• Administer other duties as delegated by the Complex Business Service Officer

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

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. 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.

We're committed to bringing passion and customer focus to the business.

Expected base pay rates for the role will be between $110,000 - $145,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.