Business Service Manager

Morgan Stanley Wyomissing , PA 19610

Posted 4 days ago

POSITION SUMMARY:

The Business Service Manager will work closely with the Complex Business Service Officer to supervise, manage and support all business and service functions within the Complex. Additional job duties include facilitating communication and training for service staff, and partnering with the Complex Risk Officers in ensuring compliance standards are met. The Business Service Manager will report directly to the Complex Business Service Officer.

DUTIES and RESPONSIBILITIES:

  • Primary responsibility for the business and service functions, with focus on consistency, quality, and compliance with Firm policies and procedures

  • Responsible for supervision of support staff including managing their training and development

  • Expense management including budget tracking, headcount ratios, travel and expense reports and other programs with a focus on adherence to firm policies

  • Manage and promote firm initiatives, projects and remediations

  • Work with Complex Business Service Officer and Human Resources on employee related issues

  • Collaborate with their team on the new hire process and training orientation, including coordinating operational and client service support for newly recruited Financial Advisors and their support staff

  • Partner with Complex Risk Officers on branch exams and corrective action plan implementation

  • Manage service transaction approvals, including escalations from the Service Review Unit, Branch Workflow and Branch Transfer Portal

  • Act as liaison between the complex and various departments within the Firm as necessary

  • Manage day-to-day resolution of client service inquiries and concerns

  • Consistently conduct support staff meetings to communicate policies and procedures, share best practices and promote teamwork within the complex

  • Administer other duties as delegated by the Complex Manager or Complex Business Service Officer

  • Ensure compliance with Firm policies and procedures from an operations and service perspective/ including labor and wage laws FMLA, STD, LTD, OSHA

Education and/or Experience

  • Bachelor's degree required or equivalent education or experience

  • Previous industry experience

  • Active Series 7, 8 (or 9 and 10), and 63, 65 (or 66)

  • Other licenses as required for role or by management

Knowledge/Skills

  • Effective written and verbal communication skills

  • Strong attention to detail

  • Ability to prioritize and resolve complex problems 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 capabilities or previous supervisory experience

  • Exceptional organizational and conflict resolution skills

  • Ability to manage relationships, motivate and lead groups of people at various levels throughout the Complex

Reports to:

  • Complex Business Service Officer

Direct reports:

  • Support staff

Morgan Stanley

EOE committed to diversifying its workforce.

M/F/D/V.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Consumer Service Representative I

Spectrum Brands

Posted 3 days ago

VIEW JOBS 5/7/2021 12:00:00 AM 2021-08-05T00:00 Division Information The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders\' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset®, Weiser®, Baldwin®, National Hardware®, Stanley®, FANAL®, Pfister™, EZSET®, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders\' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia. Job Summary Answers high volume incoming technical support inquiries, offers knowledge to consumers and directs them to the proper sources if necessary. Responds to general consumer inquiries, complaints, and/or warranty orders. Handles a strong volume of calls and emails with tact, diplomacy, and strong consumer service orientation in accordance with company guidelines in order to provide World Class Service for the consumer. Primary Duties & Responsibilities (85%) Consumer Call & Email Support * Accurately, quickly and courteously receive incoming warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience. * Accurately and quickly utilize computer-aided CRM system to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment. * Provide warranty support according to brand and organizational policy, including entering and tracking warranty orders. (10%) Training & VOC Feedback (Voice of the Consumer) * Participate in job-related training sessions and seminars. * Observe consumer survey and feedback operations providing appropriate best practice responses. * Serve as an information resource to internal customer. Locate requested information through additional sources. * Participate in continuous education classes relative to product and process compliance. (5%) Additional Responsibilities * Attend required staff meetings. * Maintain prompt and regular attendance according to company/department policy. * Perform related work as required. Education and Experience Profile * High School diploma or equivalent * Microsoft Office and Excel skills required Required Skills * Type 40+ WPM. * High School diploma or equivalent. * Good verbal and written communication skills, bilingual in Spanish and/or French a plus. * Problem-solver; ability to deal with customers (internal and external) in difficult situations. * At least one (1) year experience in a product-based customer support function and/or call center environment; preferred in the hardware and home improvement industry. * Understands coaching concept and is coachable. * Understands our Winning Culture Values. * Basic mechanical aptitude, ability to understand technical product issues * Familiar with Windows-based computer applications, Salesforce.com a plus. * Ability to perform appropriately under stress and with displeased consumers is also necessary. * Flexibility to work overtime and weekend hours. * Strong attendance and punctuality are required. * Technical customer service experience preferred. Work Environment Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multi task and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team environment. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer. #LI-PH Spectrum Brands Wyomissing PA

Business Service Manager

Morgan Stanley