Service Manager

Service Manager

Service Managers (SM) are responsible for shaping the future of service by modernizing our client experience by focusing on operational efficiency and oversight. The Service Manager (SM) will report directly to the Complex Business Service Officer (CBSO) and is responsible for the supervision, management of Service Associates & Receptionists, and execution of all operational service functions within the assigned branches. These operational service functions include but are not limited to money movement, trade support and operational approvals. Additional job responsibilities include facilitating communication and training for Service Professionals, partner with Complex Sales and Risk teams to ensure execution in all aspects of the business and further support the CBSO with delivering on service initiatives.

Operational Oversight :

• Oversee and manage service transaction approvals and processes (e.g., trade 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 remediations within the team and ensure corrective action is taken before deadlines
• Ensure appropriate coverage across all branches assigned which may include travel to assigned branches (e.g., both within operations areas as well as offices with reception areas)
• Facilitate and manage resolution of client inquiries / requests
• Oversee various administrative efforts in the branch
• Ensure compliance with Firm policies and procedures by overseeing the execution of regular self-audit testing and partnering with the Complex Risk Officers on branch exams and corrective action plan implementation relating to the service organization
• 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

People Management and Communication :

Education and / or Experience :

Knowledge / Skills :

Reports to :

Direct reports :

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).