Business Service Officer
About the Role
Business Service Officers (BSO) shape the future of service by modernizing the client experience through an elevated standard of care. The Business Service Officer (BSO) reports directly to the Complex Business Service Officer (CBSO) and is responsible for the supervision, management of Support Professionals, and execution of all business and service functions within assigned branches. Additional responsibilities include facilitating communication and training for Service Professionals, partnering with Complex Sales and Risk teams, and supporting the CBSO with service initiatives.
Responsibilities
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 Support and Service Professionals.
- Promote cross-training, learning, development, and recognition of Service and Support Professionals within the Complex.
- Facilitate the interviewing, selection, and onboarding of new hires, including newly recruited Financial Advisors and their Support Professionals.
- Partner with CBSO and Human Resources regarding all aspects of people management, including annual performance reviews, performance management, and conflict resolution.
- Maintain strong relationships with key partners within the Branch, Complex, Region, and Home Office, including participation in team meetings, regional, and national calls.
- Conduct Support Professional one-on-one meetings for coaching opportunities, career goal setting, job-related activities, firm opportunities, and team building; this includes meeting with Advisor teams to address service needs.
- Manage and oversee Support Professionals coverage for Financial Advisors in the Branch.
- Identify Support Professional recognition opportunities within the complex through sharing of best practices, success stories, and achievements.
- Promote a branch culture consistent with the Firm’s core values, including championing diversity and inclusion.
Operational Oversight
- Manage travel and entertainment expenses for Advisors as well as other firm programs to manage budget tracking and forecasting with adherence to Firm policies.
- Facilitate and manage resolution of client inquiries/requests.
- 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 Complex Business Service Officer.
Requirements
- Bachelor’s degree required or equivalent education.
- Previous industry experience.
- Active Series 7, 8 (or 9 and 10), and 66 (or 63 and 65) licenses.
- Other licenses as required for the role or by management.
Skills
- 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.
- Previous supervisory experience preferred.
- 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 Complex.
- Knowledge of Firm’s Risk & Compliance policies.
- Ability to think strategically.
Reports To
Complex Business Service Officer
Direct Reports
Support Professionals
About Morgan Stanley
At Morgan Stanley, we raise, manage, and allocate capital for our clients—helping them reach their goals. We do this in a differentiated way, guided by our values: putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back. These values drive the decisions we make daily to serve our clients, communities, and over 80,000 employees in 1,200 offices across 42 countries.
Morgan Stanley offers opportunities to work alongside talented individuals in an environment that supports and empowers employees. We provide some of the most attractive and comprehensive employee benefits and perks in the industry, along with opportunities to move within the business for those who show passion and grit in their work.