What are the responsibilities and job description for the Business Service Officer - Bilingual Spanish/English or Trilingual Spanish/Portuguese/English position at Morgan Stanley?
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, partner 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
- Manages 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 lean 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 delegates 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:
- Market 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 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. 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. There’s also ample opportunity to move about the business for those who show passion and grit in their work.
To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.
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).
