Description
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 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
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 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
Bilingual Spanish/English or Trilingual Spanish/Portuguese/English
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
