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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.听
The Team Lead will assist the MSVA leadership team in providing coaching to team members that support clients within a call center environment. The individual will ensure their team is providing world class service and guidance through active listening and monitoring of calls (inclusive of call recordings), perform assessments, assist individuals and the team to meet / exceed performance goals. The Team Lead will help support the tasks and decisions to run the day to day business along with developing their skill sets for future leadership roles.听听听
As a Team Lead you will assist the leadership team with daily duties including handling & resolving escalations, monitoring & coaching associates on client interactions, reviewing associate job performance, and executing on daily management functions and delegated projects. You will provide support to team members real time, answering questions and providing guidance on real time issues.听
Role Responsibilities:听
Demonstrate leadership within decision making and communications听
Utilize independent decision-making to research and resolve more complex and difficult issues听
Handle and resolve escalations听
Respond to inquiries on team related issues听
Monitor and coach job performance for quality interactions and appropriate production听
Coaching for inbound and outbound interactions, core behaviors and metrics听
Assist in the management of the business in the contact center environment听
Provide direct supervisor with input into the review process听
Involved in identifying and targeting areas in need of improvement and creating workable solutions to problems. May be involved in proposal writing and development.听
Must be flexible to a dynamic environment of fluctuating business needs听
Minimum Qualifications:听
Registrations: SIE, Series 7, and Series 66 (or 63 AND 65)听
1 year of experience in a financial call center and / or client relationship management听
Extensive knowledge of advanced product information and the ability to make independent and good judgement decisions听
Preferred Qualifications:听
9/10 strongly preferred and required for further advancement in leadership听听听听
Proven ability to develop and execute a comprehensive team business plan focused on growth, retention, and driving revenue听
Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters听
Exhibit initiative in expanding knowledge across our business and participating in departmental projects to help provide the best client experience听
Personal commitment to setting and accomplishing goals听
Displays trust-worthy attributes听
See all projects/client inquiries through to completion 鈥� taking ownership听
Demonstrates self-confidence and the ability to maintain composure in difficult situations听
Promote teamwork and understand which decisions can be made independently and which involves collaboration with others听
Outstanding oral and written communication skills听
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鈥檛 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鈥檒l 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鈥檚 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).
For over 88 years, Morgan Stanley has combined old school wisdom with a passion for what's possible. Doing so enables us to provide clients with... Read more