POSITION SUMMARY

The Associate Service Manager will partner with the Service Manager to help perform operational support and oversight on behalf of the Market as well as general management support functions and special projects. Operational support functions include, but are not limited to, money movement, trade support, operational
approvals, and audit prep. The Associate Service Manager must have the ability to resolve problems using all available resources and escalate matters as necessary.

DUTIES and RESPONSIBILITIES:

LEADERSHIP:

• 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 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 holding 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

OPERATIONAL SUPPORT AND OVERSIGHT:

• Oversee service transaction approvals and processes (e.g., trade error 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 remediation’s 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 CBSO, CM, 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
• Assist 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

OTHER:

• 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:

Education and/or Experience

• 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

Knowledge/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 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

Reports to:

• Service Manager (SM)

Expected base pay rates for the role will be between $95,000.00 and $130,000.00 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.

Morgan Stanley’s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for
prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.

We’re committed to bringing passion and customer focus to the business.

Morgan Stanley’s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).