Service Operations Lead

PowerToFly; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Job summary

Morgan Stanley seeks an Associate Service Manager to partner with the Service Manager, providing operational support and oversight for the Market. You will handle money movement, trade support, approvals, and audit prep while coaching Service Associates and driving process improvements.

The role emphasizes leadership, training, and ensuring adherence to Firm policies, with opportunities to contribute to special projects and collaborate with Sales, Risk, and Home Office partners.

Qualifications

• High School Diploma or Equivalency.
• College degree preferred.
• Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA).
• At least 2 years of industry experience required (5 years industry experience recommended).
• Demonstrated strong performance in current role for the prior 2 years, if applicable.

Responsibilities

• 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.
• Identify Firm services and solutions that support clients’ needs including secure, digital offerings like Morgan Stanley Online, Digital Vault and Morgan Stanley Mobile including remote deposit capture features.
• Facilitate training as the Learning Partner for new hire Service Associates
• Maintain strong relationships with key partners within the Branch, Market, Region and Home Office including participation in team meetings, regional and national calls
• Promote a branch culture that is consistent with the Firm’s core values, including championing diversity and inclusion
• Organize and lead meetings with Service Associate Team (SA) to advise of upcoming enhancements, policy changes, and/or holding trainings on Morgan Stanley systems, procedures enhancements.
• Ongoing training of the Service Associates (SA) by responding to daily inquiries regarding systems, procedures and policies, performing on the spot coaching sessions when issues arise and/or items come up for review that were incorrectly processed, and holding one on one sessions as needed
• Oversee service transaction approvals and processes (e.g., trade error supervision, money movement, document handling, cashiering, trading and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately
• Oversee document handling by conducting quality assurance reviews on execution within operations area as well as the entire branch
• Lead select operational remediation’s within the team and ensure corrective action is taken before deadlines
• Facilitate resolution of client inquiries/requests
• In collaboration with Service Manager (SM) ensure compliance with Firm policies and procedures by overseeing the execution of regular self-audit testing. Proactive with managing Audit Readiness Program in partnership with MBSO, ME, BSOs and SAs to ensure all operational responsibilities are processed consistently across the Market and accordingly to MS policies and procedures.
• 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
• Assist with processing of trade adjustments and responding to operational alerts
• Execute actionable items upon review of delegated reports and requests to meet service level expectations in a timely manner
• Remedy and/or escape service breaks to management team
• Assist with special projects (e.g., recruit onboarding support, digital engagement initiatives)
• Serve as a resource to Sales, Service, Risk and Home Office partners on behalf of Service Managers

Skills

Supervisory decision making

Communication skills

Attention to detail

Problem solving

Analytical thinking

Leadership

Time management

Conflict resolution

Relationship building

Risk & compliance knowledge

Strategic thinking

Education

Series 7/9/10/66 licenses

College degree preferred

High School Diploma or Equivalency

Job description

Morgan Stanley seeks an Associate Service Manager to partner with the Service Manager, providing operational support and oversight for the Market. You will handle money movement, trade support, approvals, and audit prep while coaching Service Associates and driving process improvements.

The role emphasizes leadership, training, and ensuring adherence to Firm policies, with opportunities to contribute to special projects and collaborate with Sales, Risk, and Home Office partners.