Associate Service Manager

About the role

The Associate Service Manager will partner with the Service Manager to provide operational support and oversight for the Market, as well as general management support functions and special projects. Operational support functions include money movement, trade support, operational approvals, and audit preparation. The Associate Service Manager must resolve problems using all available resources and escalate matters as necessary.

Responsibilities

• 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
• Identify Firm services and solutions that support clients’ needs, including secure, digital offerings like Morgan Stanley Online, Digital Vault, and Morgan Stanley Mobile (including remote deposit capture features)
• Facilitate training as the Learning Partner for new hire Service Associates
• Maintain strong relationships with key partners within the Branch, Market, Region, and Home Office, including participation in team meetings, regional and national calls
• Promote a branch culture consistent with the Firm’s core values, including championing diversity and inclusion
• Organize and lead meetings with the Service Associate Team to advise on upcoming enhancements, policy changes, or hold trainings on Morgan Stanley systems, procedures, and enhancements
• Provide ongoing training to Service Associates by responding to daily inquiries regarding systems, procedures, and policies, performing on-the-spot coaching sessions when issues arise, and holding one-on-one sessions as needed
• Oversee service transaction approvals and processes (e.g., trade error supervision, money movement, document handling, cashiering, trading and account maintenance) and ensure reporting, logs, and files are maintained and actioned appropriately
• Conduct quality assurance reviews on document handling within the operations area and the entire branch
• Lead select operational remediations within the team and ensure corrective action is taken before deadlines
• Facilitate resolution of client inquiries and requests
• In collaboration with the Service Manager, ensure compliance with Firm policies and procedures by overseeing the execution of regular self-audit testing
• Proactively manage the Audit Readiness Program in partnership with CBSO, CM, BSOs, and SAs to ensure all operational responsibilities are processed consistently across the Market and in accordance with MS policies and procedures
• Participate in national calls to learn about new platform changes, policy and procedure updates, share best practices, and learn about timely updates
• Identify and implement process improvements to ensure teams maximize productivity and drive efficiencies
• Assist with processing trade adjustments and responding to operational alerts
• Execute actionable items upon review of delegated reports and requests to meet service level expectations in a timely manner
• Remedy and/or escalate service breaks to the management team
• Assist with special projects (e.g., recruit onboarding support, digital engagement initiatives)
• Serve as a resource to Sales, Service, Risk, and Home Office partners on behalf of Service Managers

Requirements

• High School Diploma/Equivalency
• College degree preferred
• Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA)
• At least 2 years of industry experience required (5 years industry experience recommended)
• Demonstrated strong performance in current role for the prior 2 years, if applicable

Skills

• Supervisory situational decision-making skills mandatory
• 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 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

Reports To: Service Manager (SM)