Associate Service Manager

Morgan Stanley • West Conshohocken, PA

4d

About The Position

The Associate Service Manager partners with the Service Manager to provide operational support and oversight on behalf of the Market, as well as 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 necessary.

The Associate Service Manager leads and coaches the Branch in executing strategic priorities, supporting consistent, high-quality work and compliance with Firm policies and procedures. The position helps identify appropriate Firm services and digital solutions for clients, supports the training and development of Service Associates, and maintains relationships with partners across the Branch, Market, Region, and Home Office.

The role oversees service transaction approvals and operational processes, performs quality assurance and self-audit activities, supports audit readiness and remediation, facilitates client inquiry resolution, and identifies process improvements. It also serves as a resource to Sales, Service, Risk, and Home Office partners and assists with special projects.

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 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 as the Learning Partner for new-hire Service Associates.
• Maintain relationships with Branch, Market, Region, and Home Office partners, including participating in team meetings and regional and national calls.
• Promote a branch culture aligned with the Firm’s core values, including championing diversity and inclusion.
• Organize and lead Service Associate team meetings to communicate enhancements and policy changes and provide training on systems, procedures, and enhancements.
• Provide ongoing training and support to Service Associates by answering daily questions, 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 related reporting, logs, and files are maintained and actioned appropriately.
• Oversee document handling through quality assurance reviews within the operations area and across the Branch.
• Lead selected operational remediation efforts and ensure corrective actions are completed before deadlines.
• Facilitate resolution of client inquiries and requests.
• Partner with the Service Manager to ensure compliance with Firm policies and procedures by overseeing regular self-audit testing and proactively managing the Audit Readiness Program with relevant partners.
• Participate in national calls to learn about platform, policy, and procedure updates, share best practices, and receive timely information.
• Identify and implement process improvements to increase productivity and efficiency.
• Assist with processing trade adjustments and responding to operational alerts.
• Review delegated reports and requests, and execute actionable items 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 recruiting onboarding support and digital engagement initiatives.
• Serve as a resource to Sales, Service, Risk, and Home Office partners on behalf of Service Managers.

Benefits

• Comprehensive employee benefits and perks.
• Support for employees and their families throughout their work-life journey.
• Opportunity to move about the business for employees who demonstrate passion and grit.

What This Job Offers

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