PWM Associate Service Manager

Leadership Duties and Responsibilities

• Influence and coach 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 that is consistent with the Firm’s core values, including championing diversity and inclusion
• Organize and lead meetings with Service Associate Team (SA) to advise of upcoming enhancements, policy changes, and/or hold trainings on Morgan Stanley systems, procedures, enhancements
• Ongoing training of the Service Associates (SA) by responding to daily inquiries regarding systems, procedures, and policies, performing on-the-spot coaching sessions when issues arise, and/or items come up for review that were incorrectly processed, 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
• Oversee document handling by conducting quality assurance reviews on execution within the operations area as well as the entire branch
• Lead select operational remediations within the team and ensure corrective action is taken before deadlines
• Facilitate resolution of client inquiries/requests
• In collaboration with Service Manager (SM), ensure compliance with Firm policies and procedures by overseeing the execution of regular self-audit testing
• Proactive with managing Audit Readiness Program in partnership with MBSO, ME, BSOs, and SAs to ensure all operational responsibilities are processed consistently across the Market and accordingly to MS policies and procedures
• 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
• Auxiliary with processing of 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 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

Education, Experience, Knowledge, and Skills

• 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) and 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
• Knowledgeable of Firm’s Risk & Compliance policies
• 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 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
• Knowledge of Firm’s Risk & Compliance policies

Pay

Expected base pay rates for the role will be between $75,000 - $125,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.