Morgan Stanley Virtual Advisor Service Team Manager

Morgan Stanley • Tampa, FL

265d

About The Position

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence, and strong team ethic. Morgan Stanley can provide a superior foundation for building professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture. The individual will be part of the Morgan Stanley Virtual Advisor (MSVA) team within Morgan Stanley Wealth Management. MSVA is a mass affluent channel that provides clients with financial advice and guidance as well as all other servicing needs through a phone-based model. Joining Morgan Stanley as a Service Team Manager you will be responsible for leading 15-20 Service Professionals that support clients within a call center environment. You will ensure that your team provides world class service through active listening and monitoring of calls, reviewing tasks, and assisting individuals and the team to meet / exceed metrics. Your team will be responsible for fielding inbound calls from clients and financial advisors, making outbound calls and assisting with completing offline client service tasks using Morgan Stanley systems. As the team manager you will work with your Service Professionals to build proficiency in their role and foster continued career growth within the organization. You will also be engaged in hiring, coaching and retaining talent while creating an engaging and positive work environment. A successful leader will create a climate where their team is motivated to do their best, hold themselves and their team accountable to meeting commitments. A strong service manager will also demonstrate the ability to anticipate client needs and prioritizes, working accordingly to meet contact center service levels. Leaders also can influence and lead change within this growing organization through collaboration and thought leadership.

Requirements

• Registrations: SIE, Series 7, Series 66 (or 63 AND 65), and Series 9/10.
• Minimum Years of Experience: 2+ years in management and 5 years of Financial Services experience.
• Ability and willingness to obtain other licenses determined by management.

Nice To Haves

• Proven ability to develop and execute a comprehensive team business plan focused on growth, retention, and driving revenue.
• Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters.
• Exhibit initiative in expanding knowledge across our business and participating in departmental projects to help provide the best client experience.
• Personal commitment to setting and accomplishing goals.
• Displays trust-worthy attributes.
• See all projects/client inquiries through to completion - taking ownership.
• Demonstrates self-confidence and the ability to maintain composure in difficult situations.
• Promote teamwork and understand which decisions can be made independently and which involves collaboration with others.
• Outstanding oral and written communication skills.

Responsibilities

• Maintains the highest ethical standard and delivers client solutions that add value and build lasting relationships.
• Primarily responsible for service and operations functions within the complex establishing a standard of consistency, quality, and compliance with Firm policies and procedures.
• Responsible for supervision and development of Service Professionals through coaching, feedback, exposure, and stretch assignments.
• Promotes a team environment that values, encourages, and supports differences.
• Establishes and maintains effective Morgan Stanley Virtual Advisor partnerships.
• Establishes a thorough understanding of the Firm's products to provide support and direction to their team.
• Effectively leads in and identifies trends in the contact center.
• In conjunction with Senior Leadership, works with HR and Legal to manage employee relation issues.
• Assists in regulatory, legal and compliance issues related to their team members.
• Thoroughly understand all Morgan Stanley systems and comply with all Morgan Stanley policies and procedures.

Benefits

• Comprehensive employee benefits and perks in the industry.
• Opportunities to work alongside the best and the brightest.
• Support for employees and their families at every point along their work-life journey.
• Ample opportunity to move about the business for those who show passion and grit in their work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities