Business Service Officer

Morgan Stanley•Cleveland, OH

7d•$120,000 - $170,000

About The Position

The Business Service Officer (BSO) helps modernize the client experience by delivering an elevated standard of care. Reporting directly to the Market Business Service Officer (MBSO), the BSO supervises and manages Support Professionals and oversees business and service functions within assigned branches. The role also facilitates communication and training for Service Professionals, partners with Market Sales and Risk teams, and supports the MBSO in delivering service initiatives. The BSO leads branch execution of organizational priorities, coaches employees, and promotes consistent, high-quality work in compliance with Firm policies and procedures. The position supports hiring and onboarding, performance management, professional development, coverage planning, client inquiry resolution, budget tracking, and operational improvements. The role includes maintaining relationships with partners across the Branch, Market, Region, and Home Office, and promoting a culture aligned with the Firm’s values, including diversity and inclusion.

Requirements

Bachelor’s degree or equivalent education.
Previous industry 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 the role or by management.
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.
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 Risk & Compliance policies.
Ability to think strategically.

Nice To Haves

Previous supervisory experience preferred.

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.
Lead, mentor, and supervise Support and Service Professionals.
Promote cross-training, learning, development, and recognition of Service and Support Professionals within the market.
Facilitate interviewing, selection, and onboarding of new hires, including newly recruited Financial Advisors and their Support Professionals.
Partner with the MBSO and Human Resources on people management, including annual performance reviews, performance management, and conflict resolution.
Maintain relationships with key partners within the Branch, Market, Region, and Home Office, including participating in team meetings and regional and national calls.
Conduct regular one-on-one meetings with Support Professionals for coaching, career goal setting, job-related activities, Firm opportunities, and team building; meet with Advisor teams to address service needs.
Manage and oversee Support Professional coverage for Financial Advisors in the Branch.
Identify recognition opportunities for Support Professionals by sharing best practices, success stories, and achievements.
Promote a branch culture consistent with Firm core values, including championing diversity and inclusion.
Manage Advisor travel and entertainment expenses and other Firm programs, including budget tracking and forecasting in accordance with Firm policies.
Facilitate and manage resolution of client inquiries and requests.
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 drive efficiencies.
Provide additional operational oversight as required and perform other duties delegated by the MBSO.