Service Manager

Morgan Stanley•Palo Alto, CA

About The Position

Service Managers (SM) are responsible for shaping the future of service by modernizing our client experience by focusing on operational efficiency and oversight. The Service Manager (SM) will report directly to the Market Business Service Officer (MBSO) and is responsible for the supervision, management of Service Associates & Receptionists, and execution of all operational service functions within the assigned branches. These operational service functions include but are not limited to money movement, trade support and operational approvals. Additional job responsibilities include facilitating communication and training for Service Professionals, partner with Market Sales and Risk teams to ensure execution in all aspects of the business and further support the MBSO with delivering on service initiatives.

Requirements

Four-year college degree required 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) required
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 in order to 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’s Risk & Compliance policies
Ability to think strategically

Responsibilities

Operational Oversight
Oversee and manage service transaction approvals and processes (e.g., trade supervision, money movement, document handling, cashiering, trading and account maintenance) and ensuring reporting, logs and files are maintained and actioned appropriately
Oversee document handling by conducting quality assurance reviews on execution within operations area as well as the entire branch
Lead select operational remediations within the team and ensure corrective action is taken before deadlines
Ensure appropriate coverage across all branches assigned which may include travel to assigned branches (e.g., both within operations areas as well as offices with reception areas)
Facilitate and manage resolution of client inquiries/requests
Oversee various administrative efforts in the branch
Ensure compliance with Firm policies and procedures by overseeing the execution of regular self audit testing and partnering with the Market Risk Officers on branch exams and corrective action plan implementation relating to the service organization
Participate in national calls to learn about new platform changes, policy and procedure updates, share best practices and learn about other timely updates
Identify and implement process improvements to ensure teams are maximizing productivity and driving efficiencies
Administer other duties as delegated by the Market Business Service Officer
People Management and Communication
Lead the Branch in executing the organization’s 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 Service Associates & Receptionists, including conducting one on-one meetings for coaching opportunities, career goal setting, job related activities, firm opportunities, and team building with direct reports
Maintain strong relationships with key partners within the Branch, Market, Region and Home Office including participation in team meetings, regional and national calls
Manage and oversee Service Associates & Receptionists responsible for operations within the branch
Promote a branch culture that’s consistent with the Firm’s core values, including championing diversity and inclusion