PWM Business Service Officer
About The Position
The PWM Business Service Officer (BSO) shapes and modernizes the client service experience by maintaining an elevated standard of care. Reporting directly to the Market Business Service Officer (MBSO), 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 and Risk teams, and supports the MBSO in delivering service initiatives. The BSO leads, coaches, and develops branch Support and Service Professionals; supports hiring and onboarding; partners on performance management and conflict resolution; and oversees coverage for Financial Advisors. The role also manages operational matters, including expense tracking, client inquiries, policy adherence, and process improvements. It promotes the Firm’s values, including diversity and inclusion, and maintains relationships with partners across the branch, market, region, and Home Office.
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 and 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 a team of 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 matters, 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 recognition opportunities for Support Professionals 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 Advisor travel and entertainment expenses and other Firm programs through budget tracking and forecasting while adhering to 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 as delegated by the Market Business Service Officer.
Benefits
- Morgan Stanley-sponsored employee benefits and perks, described as attractive and comprehensive.
- Total compensation may include commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
