Complex Service Manager

POSITION SUMMARY: The Complex Service Manager will manage and control all operations and service functions across the Complex. Primary responsibilities include hiring, supervising, performance management, and coaching of all Branch support staff in the Complex and associated branches. The Complex Service Manger will facilitate communication and training for the Complex.

ESSENTIAL JOB FUNCTIONS:

1.Act as liaison between the Complex and various Business Units within Firm.
2.Facilitate and oversee resolution of complex operational and service issues across Complex.
3.Coordinate operational and client service support across Complex for newly recruited Financial Advisors.
4.Conduct semi-annual operations reviews of all branches across Complex and take action where appropriate.
5.Conduct performance reviews and identify professional developmental opportunities for Service Associates and CSAs.
6.Identify training needs and deliver training programs for all employees across Complex.
7.Assist in responding to client operational or service complaints across Complex.
8.Communicate and implement new policies and procedures or other operations updates across Complex.
9.Conduct meetings to discuss policies/procedures, share best practices, and promote teamwork across Complex.
10.Ensure that employees across the Complex provide a high level of customer service and identify service needs and opportunities for improvement.
11.Manage and control all operations functions across Complex to ensure consistency and compliance with firm policies and procedures.
12.Monitor Branch Operations Scorecards (ex. BITs, rejected documents, errors, journal corrections) to measure and improve operational performance across Complex.
13.Coordinate quarterly BCP updates across Complex and manage emergency support as needed.
14.Other duties as directed by Complex Manager or National Client Operations

Knowledge/Skills

•Knowledge of Regulatory guidelines and Corporate policies and procedures
•Effective written and verbal communication skills
•Ability to research and resolve complex problems and service inquiries
•Ability to identify issues and trends in order to anticipate and manage change
•Must demonstrate strong leadership capabilities or have previous supervisory experience
•Planning and organizational skills required to multi task and prioritize in fast paced global environment
•Ability to interact with Financial Advisors and clients and build relationships at all levels of Firm Management
•Thorough understanding of Morgan Stanley products
•Proficiency in Morgan Stanley operational and sales tools



job Requirements


SKILLS AND EXPERIENCE:

Education and/or Experience:
•Bachelors degree or equivalent education and experience
•5 years brokerage industry experience

Licenses and Registrations:
•Series 7 license required
•Series 8 or 9 and 10 licenses preferred

Direct Reports:
•Branch Service Managers – where applicable
•Service Associates
•Client Service Associates
•Receptionists

Other Qualifications
External candidates must:

Be authorized to work in the U.S. without restriction as to duration.

Pass a Drug Test and a Background Check.

Pass any applicable pre-employment tests.


Morgan Stanley
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EEO committed to diversifying its workforce.
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