Business Service Officer

Morgan Stanley•Purchase, NY

About The Position

The Business Service Officer (BSO) shapes the client service experience by promoting an elevated standard of care. Reporting directly to the Market Business Service Officer (MBSO), the BSO supervises Support Professionals and manages the execution of business and service functions within assigned branches. The role 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, communication, and operational oversight activities. This includes coaching and developing employees, supporting hiring and onboarding, managing coverage and expenses, resolving client requests, and implementing process improvements. The role also promotes a branch culture aligned with the Firm’s values, including diversity and inclusion. The position requires a bachelor’s degree or equivalent education, previous industry experience, and specified securities licenses. It calls for strong communication, leadership, organizational, conflict-resolution, and relationship-management skills, as well as knowledge of the Firm’s Risk & Compliance policies. The BSO reports to the Market Business Service Officer and directly supervises Support Professionals.

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 of people at various levels throughout the market.
Knowledge of Firm Risk & Compliance policies.

Nice To Haves

Previous supervisory experience preferred.

Responsibilities

Lead the Branch in executing strategic priorities by influencing and coaching behavioral change focused 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 and Human Resources on people-management matters, 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 Firm core values, including championing diversity and inclusion.
Manage Advisors’ travel and entertainment expenses and other firm programs, including budget tracking and forecasting in adherence to Firm policies.
Facilitate and manage resolution of client inquiries and requests.
Participate in national calls to learn about platform changes, policy and procedure updates, share best practices, and receive timely updates.
Identify and implement process improvements to maximize productivity and drive efficiencies.
Perform additional operational oversight and other duties delegated by the MBSO.