Associate Service Manager

Morgan Stanley • Atlanta, GA

10d

About The Position

The Associate Service Manager partners with the Service Manager to provide operational support and oversight on behalf of the Market, general management support, and assistance with special projects. The role supports activities including money movement, trade support, operational approvals, and audit preparation, and requires resolving issues using available resources and escalating matters when needed.

The Associate Service Manager leads the Branch in carrying out the organization’s strategic priorities by coaching behavioral change and promoting consistency, quality, and compliance with Firm policies and procedures. The role supports client needs by identifying relevant Firm services and solutions, including digital offerings, and helps train and develop Service Associates. It also builds relationships with partners across the Branch, Market, Region, and Home Office and promotes a culture aligned with the Firm’s values, including diversity and inclusion.

Operational duties include overseeing service transaction approvals and processes, conducting quality assurance reviews, leading operational remediation, facilitating resolution of client requests, and supporting audit readiness and self-audit testing in collaboration with the Service Manager and other partners. The role also supports trade adjustments, responds to operational alerts, reviews delegated reports and requests, remedies or escalates service breaks, and identifies process improvements. The Associate Service Manager reports to the Service Manager (SM).

Requirements

• High school diploma or equivalency.
• 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.
• Demonstrated strong performance in the current role for the prior 2 years, if applicable.
• Supervisory situational decision-making 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, anticipate change, and provide comprehensive solutions and remedies.
• 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 the Firm’s Risk & Compliance policies.
• Ability to think strategically.

Nice To Haves

• College degree preferred.
• Five years of industry experience recommended.

Responsibilities

• Lead the Branch in executing organizational 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 Morgan Stanley Online, Digital Vault, Morgan Stanley Mobile, and remote deposit capture features.
• Facilitate training for new-hire Service Associates as the Learning Partner.
• Maintain relationships with key partners within the Branch, Market, Region, and Home Office, including through team meetings and regional and national calls.
• Promote a branch culture consistent with Firm core values, including diversity and inclusion.
• Organize and lead Service Associate Team meetings about enhancements, policy changes, and training on systems and procedures.
• Provide ongoing training and coaching to Service Associates by responding to inquiries, conducting on-the-spot coaching, and holding one-on-one sessions as needed.
• Oversee service transaction approvals and processes, including trade error supervision, money movement, document handling, cashiering, trading, and account maintenance; ensure reporting, logs, and files are maintained and actioned appropriately.
• Oversee document handling and conduct quality assurance reviews of execution within the operations area and across the branch.
• Lead select operational remediations and ensure corrective action is completed before deadlines.
• Facilitate resolution of client inquiries and requests.
• Collaborate with the Service Manager to ensure compliance with Firm policies and procedures through regular self-audit testing.
• Manage the Audit Readiness Program with relevant partners to ensure operational responsibilities are processed consistently across the Market and in accordance with Firm policies and procedures.
• Participate in national calls to learn about platform changes, policy and procedure updates, best practices, and other timely updates.
• Identify and implement process improvements to maximize productivity and efficiency.
• Assist with processing trade adjustments and responding to operational alerts.
• Execute action items arising from delegated reports and requests in a timely manner to meet service-level expectations.
• Remedy service breaks or escalate them to the management team.
• Assist with special projects, such as recruit onboarding support and digital engagement initiatives.
• Serve as a resource to Sales, Service, Risk, and Home Office partners on behalf of Service Managers.

Benefits

• The company describes its employee benefits and perks as some of the most attractive and comprehensive in the industry, but does not specify individual benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED