POSITION SUMMARY
Complex Business Service Officers (CBSO) are responsible for shaping the future of service by modernizing our client experience through an elevated standard of care. The Complex Business Service Officer (CBSO) will work closely with the Complex Management team to lead and supervise all service and business functions across the Complex. This includes the management of the Business Service Officers and Service Managers within the Complex. The Complex Business Service Officer is responsible for leading and driving the Firm's key strategic initiatives, contributing to a strong complex culture, development of employees, ensuring a high level of client service, and general oversight of operational processes. The CBSO keeps the Complex Management team and Regional Business Service team informed of significant matters and must determine when escalation is necessary.
DUTIES and RESPONSIBILITIES
Leadership and Supervision
Lead the Complex in executing the organization's strategic priorities by influencing and coaching behavioral change
Lead, mentor, and supervise a team of Business Service Officers, Service Managers and Service Professionals
Review and oversee the Complex procedure for onboarding new hires, including newly recruited Financial Advisors and their Support Professionals in conjunction with the Complex Service Coaches
Ensure Service Professionals are being recognized and rewarded within the Complex
Oversee various projects throughout the Complex, including various real estate and facilities initiatives
Manage risk and assure positive audit results throughout the Complex in partnership with Risk and Compliance
Champion and support diversity & inclusion
Communication and Relationship Building
Maintain strong relationships with key partners within the Complex, Region and Home Office
Facilitate and oversee resolution of client needs across the Complex
Act as liaison between the complex and various Home Office departments within the Firm as necessary (e.g., spearheading various platform pilots and/or national rollouts locally within the Complex)
Actively participate in Regional and National calls and stay abreast of key topics in order to effectively cascade communications within the Complex
Conduct meetings to effectively communicate progress against strategic priorities, revisions to policies and procedures, upcoming platform enhancements, share best practices, foster open dialogue on timely topics, and promote teamwork within the Complex
Partner closely with Human Resources regarding all aspects of people management
Operational Oversight
Standardize operating procedures across the Complex, leveraging national best practices and guidance
Accountable for Complex expense management, including but not limited to controllable budgets and headcount allocations
Review and action various Complex approvals requiring attention
Administer other duties delegated by the Complex Management team or Regional Business Service team
Ensure compliance with Firm policies and procedures with regular self-audit testing
EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS
Education and/or Experience
Bachelor's degree required or equivalent education
Previous industry management experience
Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA)
Other licenses as required for role or by management
Knowledge/Skills
Evidence of strong leadership capabilities
Strong attention to detail
Ability to manage relationships, motivate and lead groups of people at various levels
Effective written and verbal communication skills
Ability to prioritize and resolve complex problems and escalate as necessary
Ability to provide comprehensive feedback and solutions to complex issues
Exceptional organizational and time management skills including delegation of work
Exceptional conflict resolution skills
Exhibit good judgment
Ability to think and execute strategically
Ability to travel within the Complex, Region, and Home Office as needed
Ability to identify and source top talent
Reports to
Associate Regional Business Service Officer with a dotted line to the Complex Manager
Direct reports
Business Service Officers, Service Managers (and select, senior exempt Support Professionals)
Morgan Stanley
EOE committed to diversifying its workforce.
M/F/D/V.