POSITION SUMMARY
The Associate Service Manager will partner with the Service Manager to help perform operational support and oversight on behalf of the Market as well as general management support functions and special projects. Operational support functions include, but are not limited to, money movement, trade support, operational approvals, and audit prep. The Associate Service Manager must have the ability to resolve problems using all available resources and escalate matters as necessary.
DUTIES and RESPONSIBILITIES
LEADERSHIP
•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
OPERATIONAL SUPPORT AND OVERSIGHT
•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 escalate service breaks to management team
OTHER
•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
EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS
Education and/or Experience
•High School Diploma/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
Knowledge/Skills
•Supervisory situational decision making skills mandatory
•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
•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 Market
•Knowledge of Firm's Risk & Compliance policies
•Ability to think strategically
Reports to
•Service Manager (SM)