Business Service Officer

Morgan Stanley • New York, NY

2d

About The Position

The Business Service Officer (BSO) shapes and modernizes the client service experience through an elevated standard of care. Reporting to the Market Business Service Officer (MBSO) or Market Risk and Business Service Officer (MRBSO), the BSO supervises Support Professionals and oversees the execution of business and service functions within assigned branches. The role also facilitates communication and training for Service Professionals, partners with Market Sales teams, and supports the MBSO/MRBSO in delivering service initiatives.

The BSO leads branch execution of strategic priorities by coaching for consistent, high-quality, compliant practices. The role manages team development and communication, supports hiring and onboarding, oversees coverage for Financial Advisors, and partners with Human Resources and market leadership on people-management matters. Operational responsibilities include resolving client requests, managing expense tracking and forecasting, keeping teams informed about platform and policy updates, and identifying process improvements.

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.
• Strong leadership and talent development capabilities.
• Exceptional organizational and time-management skills.
• Exceptional conflict-resolution skills.
• Ability to manage relationships and motivate and lead groups at various levels throughout the market.
• Knowledge of Firm Risk & Compliance policies.
• Ability to think strategically.

Nice To Haves

• Previous supervisory experience.

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.
• 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/MRBSO and Human Resources on people management, including annual performance reviews, performance management, and conflict resolution.
• Maintain relationships with partners in 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 Support Professional recognition opportunities in the market by sharing best practices, success stories, and achievements.
• Promote a branch culture consistent with the Firm’s core values, including championing diversity and inclusion.
• Manage Advisors’ travel and entertainment expenses and other Firm programs, including budget tracking and forecasting in accordance with Firm policies.
• Facilitate and manage the 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.
• Perform additional operational oversight as required.
• Administer other duties delegated by the MBSO/MRBSO.

Benefits

• Comprehensive employee benefits and perks.
• Potential commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages, depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager