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 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, 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 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 High School Diploma/Equivalency 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 Bilingual Spanish/English or Trilingual Spanish/Portuguese/English 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 Reports to: Service Manager 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. 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. 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.
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