Business Service Officer
About The Position
Business Service Officers (BSOs) shape and modernize the client service experience through an elevated standard of care. Reporting directly to the Market Business Service Officer (MBSO) or Market Risk and Business Service Officer (MRBSO), the BSO supervises and manages 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 to support execution across the business, and helps the MBSO/MRBSO deliver service initiatives. The BSO leads people and operations in the branch by coaching teams, supporting hiring and onboarding, managing employee development and performance matters, and maintaining relationships with partners across the Branch, Market, Region, and Home Office. The role also oversees advisor support coverage, client inquiry resolution, expense and budget processes, and operational improvements, while ensuring adherence to firm policies and procedures.
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.
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 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 across 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 by sharing best practices, success stories, and achievements.
- Promote a branch culture aligned 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 resolution of client inquiries and requests.
- Participate in national calls to learn about platform changes, policy and procedure updates, best practices, and other timely information.
- 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.
- Commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages may be part of total compensation, depending on the position.
- Morgan Stanley-sponsored benefit programs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
