Site Lead - Customer Service (Tampa, FL)

Morgan Stanley (MS) is a global financial services firm that conducts its business through three principal business segments—Institutional Securities, Wealth Management, and Asset Management. Wealth Management provides comprehensive financial advice and services to its clients including brokerage, investment advisory, financial and wealth planning, credit & lending, deposits & cash management, annuities, insurance, retirement, and trust services.

The E*TRADE Client Services (ETCS) is a division of Virtual Client Solutions, which includes the platforms and customer service support for E*TRADE from Morgan Stanley self-directed accounts. Throughout Virtual Client Solutions our associates continually seek ways to improve while actively supporting participants and the development of new businesses, structures, and markets.

This role is on-site at our Tampa FL location.

The E*TRADE Client Services (ETCS) Site Manager works closely with leadership and will be accountable for the achievement of metrics and quality goals related to the inbound agents and management on site.  

Key Responsibilities: 

Along with playing a key leadership role, general responsibilities include the following:

• Understanding of the planning and budgetary processes for the department

• Management of a large team, while implementing sound HR practices and policies, as well as good judgment in personnel decisions

• Coaching and developing department employees to improve performance and deliver the highest possible service standards to our clients.

• Leading and supporting functional and site-wide initiatives

• Establish and maintain positive, professional working relationships with Team Managers and senior management

• Operational oversight: Audit/Compliance, Legal and Regulatory Preparedness

• Project Management: Governance, Accountability, Financial Discipline

Required Qualifications:

• 3 years of Financial Services industry

• 1 year of managerial experience

• 3 years of customer service experience

• Experience with call center metrics and operating formulas with a proven record of establishing and adhering to high volume call center metrics and standards

• Working knowledge of SEC, FINRA and the firm Compliance Policies and Procedures

• Active Licenses:

o     Series 7

o     Series 63 and/or Series 66

o     Series 9 / 10

• Ability to become registered in all US states and jurisdictions

Preferred Qualifications:

·    Bachelor’s degree

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, pregna