Business Service Officer

Morgan Stanley • Mclean, VA

13d

About The Position

The Business Service Officer (BSO) shapes the client service experience by modernizing service and maintaining an elevated standard of care. Reporting directly to the Market Business Service Officer (MBSO), the BSO supervises and manages Support Professionals and executes 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 people-management and operational activities, including coaching and developing employees, supporting hiring and onboarding, managing coverage for Financial Advisors, overseeing expenses and budgets, resolving client inquiries, and identifying process improvements. The role may include additional operational oversight and other duties delegated by the MBSO.

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 the firm’s 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 an emphasis 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 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 and share Support Professional recognition opportunities, best practices, success stories, and achievements within the market.
• Promote a branch culture consistent with the firm’s core values, including 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 updates.
• Identify and implement process improvements to maximize productivity and drive efficiencies.
• Perform additional operational oversight as required and other duties delegated by the MBSO.
• Facilitate communication and training for Service Professionals and partner with Market Sales and Risk teams to support business execution and service initiatives.

Benefits

• Comprehensive employee benefits and perks, although specific offerings are not listed.
• 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