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Participant Services Manager - Overnight

Company: Morgan Stanley
Location: Alpharetta
Posted on: June 22, 2022

Job Description:


A Manager of Participant Services leads the work of direct reports in the Participant Services Line of Business. This position is responsible for building, developing, and motivating team members to achieve targeted business development goals that are established to support the company and business objectives. Oversight and monitoring of direct reports customer interactions to ensure team members are accomplishing the mission of deepening engagement with our Stock Plans Participants and that all company and regulatory policies are within compliance is essential. As a Manager of Participant Services your primary focus is to build & develop your direct reports and to protect the firm.

Morgan Stanley at Work is the Equity Compensation industry leader and creating a perfect participant experience at every interaction point is critical to the overall success of the business.


* Proven ability to develop and execute a comprehensive business plan focused on growth, retention, and driving revenue.
* Ability to set and achieve stretch goals while working independently
* Can Identify, recruit, and develop key talent
* Seeks opportunities to grow business and drive sales by capitalizing on firm initiatives

* Must be focused on bottom line performance and constantly looking at ways to improve sales, customer satisfaction, and the entire customer experience.
* Detailed understanding of the securities industry including equity compensation, trading (equity/derivatives), Mutual Funds/ETF's, Bonds, wrap products, lending.
* Train, coach, motivate and mentor the career development of associates and provide performance guidance. Provide checkpoints and milestones within a development plan.
* Ability to resolve complex Business to Business challenges
* Consistent coaching of team members who have ability to translate knowledge, insights, and meticulous planning into client solutions
* Create a team culture which drives urgency and a proactive approach to meeting client financial needs
* Partners with associates to establish goals and objectives according to the performance / career development program ensuring the personal and professional success of their associates.
* Provide high level of service while further strengthening the client relationships by anticipating needs, aligning and proposing E*TRADE FINANCIAL products and services where appropriate.
* Research and resolve complex and difficult customer issues related to E*TRADE Financial accounts
* Understand and analyze metrics/ reports and drive efficiency and quality within team.
* Interview and identify candidates with required skills who meet the job profile.
* Management and Review of all compliance/audit related required actions
* Create a positive environment by motivating, encouraging and engaging employees with fairness and integrity.


* Must be flexible to meet the needs of a challenging environment of fluctuating business needs, having the ability to lead employees through change.
* Integrity and the ability to handle sensitive information and maintain confidentiality.
* Outstanding customer service attitude and work ethic. Demonstrating excellence and "above and beyond" customer service attitude consistently in each customer service contact.
* Exceptional conflict resolution and problem solving, judgment, and training skills.
* Excellent listening, written and verbal communication skills.
* Approachable with demonstrated leadership qualities, including coaching, mentoring, and associate development.
* Demonstrates self-confidence and the ability to maintain composure in difficult situations.
* Good understanding of the policies and procedures of E*TRADE Financial.
* Seeks opportunities to gain knowledge and participates in projects as appropriate.
* Ability to successfully complete all levels of the CS Career Development Program.
* Accountability.
* Punctuality.
* Good understanding of relationships created by diverse customer and employee groups.
* Detailed understanding of the securities industry including equity and option trading.
* Proactive; anticipates situations, develops proposals and positive solutions; knows when to seek assistance as appropriate.
* Ability to set and achieve goals, and work independently.
* Ability to adhere to the schedule demands of a dynamic business environment, often requiring schedule and overtime flexibility in a 24/7 environment.
* Demonstrated PC skills including familiarity with word processing, MS Office, spreadsheets and database management.

Minimum Required Education, Certification, Training:

* Series 7, 69, 9, 10 Licenses Required
* Must be able to work overnights - 11:30 PM EST - 8:00 AM EST
* Minimum 2-years college, BS / BA Degree or equivalent combination of education, training and experience.
* 2-Years progressively responsible supervisory experience.
* Degree in Finance, Business Management/Administration, or related field.
* Experience in the Financial Services industry, including banking and business management.
* 2-Years' experience in a securities/financial customer service setting Capacity to learn new skills and knowledge on an independent level to enhance personal development and achieve career goals

This role requires that all successful applicants be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccinations within 3 days of commencement of employment.

Keywords: Morgan Stanley, Alpharetta , Participant Services Manager - Overnight, Accounting, Auditing , Alpharetta, Georgia

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