Morgan Stanley Virtual Advisor Service Team Manager
Morgan Stanley
As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence, and strong team ethic. Morgan Stanley can provide a superior foundation for building professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture. The individual will be part of the Morgan Stanley Virtual Advisor (MSVA) team within Morgan Stanley Wealth Management. MSVA is a mass affluent channel that provides clients with financial advice and guidance as well as all other servicing needs through a phone-based model.
Joining Morgan Stanley as a Service Team Manager you will be responsible for leading 15-20 Service Professionals that support clients within a call center environment. You will ensure that your team provides world class service through active listening and monitoring of calls, reviewing tasks, and assisting individuals and the team to meet / exceed metrics.
Your team will be responsible for fielding inbound calls from clients and financial advisors, making outbound calls and assisting with completing offline client service tasks using Morgan Stanley systems.
As the team manager you will work with your Service Professionals to build proficiency in their role and foster continued career growth within the organization. You will also be engaged in hiring, coaching and retaining talent while creating an engaging and positive work environment. A successful leader will create a climate where their team is motivated to do their best, hold themselves and their team accountable to meeting commitments. A strong service manager will also demonstrate the ability to anticipate client needs and prioritizes, working accordingly to meet contact center service levels. Leaders also can influence and lead change within this growing organization through collaboration and though leadership.
Role Responsibilities:
Maintains the highest ethical standard and delivers client solutions that add value and build lasting relationship
Primarily responsible for service and operations functions within the complex establishing a standard of consistency, quality, and compliance with Firm policies and procedures
Responsible for supervision and development of Service Professionals through coaching, feedback, exposure, and stretch assignments
Promotes a team environment that values, encourages, and supports differences
Establishes and maintains effective Morgan Stanley Virtual Advisor partnerships
Establishes a thorough understanding of the Firm’s products to provide support and direction to their team
Effectively leads in and identify trends in the contact center
In conjunction with Senior Leadership, works with HR and Legal to manage employee relation issues
Assists in regulatory, legal and compliance issues related to their team members
Thoroughly understand all Morgan Stanley systems and comply with all Morgan Stanley policies and procedure
Minimum Qualifications:
Registrations: SIE, Series 7, Series 66 (or 63 AND 65), and Series 9/10
Minimum Years of Experience: 2+ years in management and 5 years of Financial Services experience
Ability and willingness to obtain other licenses determined by management
Preferred Qualifications:
Proven ability to develop and execute a comprehensive team business plan focused on growth, retention, and driving revenue
Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters
Exhibit initiative in expanding knowledge across our business and participating in departmental projects to help provide the best client experience
Personal commitment to setting and accomplishing goals
Displays trust-worthy attributes
See all projects/client inquiries through to completion – taking ownership
Demonstrates self-confidence and the ability to maintain composure in difficult situations
Promote teamwork and understand which decisions can be made independently and which involves collaboration with others
Outstanding oral and written communication skills
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 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. 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. There’s also ample opportunity to move about the business for those who show passion and grit in their work.
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).