POSITION SUMMARY: The Business Service Manager will be responsible for leading a team of call center employees who are expected to deliver world class service to Morgan Stanley clients. Job duties include managing the day to day team to ensure appropriate coverage, developing and delivering communication, coaching and training service staff, performing quality reviews, and partnering with other key partners in sales, risk/compliance and technology. DUTIES and RESPONSIBILITIES: •Manage a day to day call center team and meet daily service level goals. Coach and counsel Client Relationship Reps and handle escalated issues, calls or concerns. •Appropriately manage expenses; including headcount, overtime, travel and expense, training, and other programs with a focus on adherence to firm policies •Work with business partners to improve processes and promote firm initiatives, projects and strategies •Appropriately manage employee turnover and recruit top talent to the team. •Partner with Complex Risk Officers on branch exams and implement corrective action plans if needed •Manage service transaction approvals, including escalations from the Service Review Unit, Branch Workflow and Branch Transfer Portal •Conduct support staff meetings to communicate policies and procedures, share best practices and promote teamwork within the complex •Ensure compliance with Firm policies and procedures from an operations and service perspective/ including labor and wage law, FMLA, OSHA, etc. •Work with Complex Business Service Officer and Human Resources on employee related issues Additional requirements may include: •Active Series 7, 8 (or 9 and 10), and 63, 65 (or 66) •Other licenses as required for role or by management
Additional requirements may include: •Active Series 7, 8 (or 9 and 10), and 63, 65 (or 66) •Other licenses as required for role or by management EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS: Education and/or Experience •Bachelor's degree required or equivalent education or experience •Previous industry experience Knowledge/Skills •Ability to manage relationships, motivate, coach and lead groups of people at various levels •Effective written and verbal communication skills •Ability to build a strong risk management culture •Ability to identify issues and trends in order to anticipate change and provide comprehensive solutions and remedies •Evidence of strong leadership capabilities or previous supervisory experience •Exceptional organizational and conflict resolution skills
A little about us:
Since its founding in 1935, Morgan Stanley and its people have helped redefine the meaning of financial services.