Associate Service Manager
POSTING DATE: Nov 26, 2024
PRIMARY LOCATION: Americas-United States of America-Ohio-Pepper Pike
JOB: Wealth Management
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Assistant Vice President
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 CBSO, CM, 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)
Expected base pay rates for the role will be between $95,000.00 and $130,000.00 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.
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for
prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).
