POSITION SUMMARY:Complex Business Service Officers (CBSO) are responsible for shaping the future of service by modernizing our client experience through an elevated standard of care. The Complex Business Service Officer (CBSO) will work closely with the Complex Management team to lead and supervise all service and business functions across the Complex. This includes the management of the Business Service Officers and Service Managers within the Complex. The Complex Business Service Officer is responsible for leading and driving the Firm's key strategic initiatives, contributing to a strong complex culture, development of employees, ensuring a high level of client service, and general oversight of operational processes. The CBSO keeps the Complex Management team and Regional Business Service team informed of significant matters and must determine when escalation is necessary.DUTIES and RESPONSIBILITIES:Leadership and SupervisionLead the Complex in executing the organization's strategic priorities by influencing and coaching behavioral changeLead, mentor, and supervise a team of Business Service Officers, Service Managers and Service ProfessionalsReview and oversee the Complex procedure for onboarding new hires, including newly recruited Financial Advisors and their Support Professionals in conjunction with the Complex Service CoachesEnsure Service Professionals are being recognized and rewarded within the ComplexOversee various projects throughout the Complex, including various real estate and facilities initiativesManage risk and assure positive audit results throughout the Complex in partnership with Risk and ComplianceChampion and support diversity & inclusionCommunication and Relationship BuildingMaintain strong relationships with key partners within the Complex, Region and Home OfficeFacilitate and oversee resolution of client needs across the ComplexAct as liaison between the complex and various Home Office departments within the Firm as necessary (e.g., spearheading various platform pilots and/or national rollouts locally within the Complex)Actively participate in Regional and National calls and stay abreast of key topics in order to effectively cascade communications within the ComplexConduct meetings to effectively communicate progress against strategic priorities, revisions to policies and procedures, upcoming platform enhancements, share best practices, foster open dialogue on timely topics, and promote teamwork within the ComplexPartner closely with Human Resources regarding all aspects of people managementOperational OversightStandardize operating procedures across the Complex, leveraging national best practices and guidanceAccountable for Complex expense management, including but not limited to controllable budgets and headcount allocationsReview and action various Complex approvals requiring attentionAdminister other duties delegated by the Complex Management team or Regional Business Service teamEnsure compliance with Firm policies and procedures with regular self-audit testingEDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS:Education and/or ExperienceBachelor's degree required or equivalent educationPrevious industry management experienceActive Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA)Other licenses as required for role or by managementKnowledge/SkillsEvidence of strong leadership capabilitiesStrong attention to detailAbility to manage relationships, motivate and lead groups of people at various levelsEffective written and verbal communication skillsAbility to prioritize and resolve complex problems and escalate as necessaryAbility to provide comprehensive feedback and solutions to complex issuesExceptional organizational and time management skills including delegation of workExceptional conflict resolution skillsExhibit good judgmentAbility to think and execute strategicallyAbility to travel within the Complex, Region, and Home Office as neededAbility to identify and source top talentReports to:Associate Regional Business Service Officer with a dotted line to the Complex ManagerDirect reports:Business Service Officers, Service Managers (and select, senior exempt Support Professionals)Morgan StanleyEOE committed to diversifying its workforce.M/F/D/V.
