Business Service Officer

About the Role

Business Service Officers (BSOs) are responsible for modernizing the client experience through an elevated standard of care, shaping the future of service.

Key Responsibilities

People Management and Communication

• Lead the Branch in executing strategic priorities by influencing and coaching behavioral change with a focus on consistency, quality, and compliance.
• Lead, mentor, and supervise a team of Support and Service Professionals.
• Promote cross-training, learning, development, and recognition of Service and Support Professionals.
• Facilitate the interviewing, selection, and onboarding of new hires, including Financial Advisors and their Support Professionals.
• Partner with MBSO and Human Resources on all aspects of people management, including performance reviews, management, and conflict resolution.
• Maintain strong relationships with key partners within the Branch, Market, Region, and Home Office.
• Consistently conduct one-on-one meetings with Support Professionals for coaching, career goal setting, job-related activities, firm opportunities, and team building.
• Meet with Advisor teams to address service needs.
• Manage and oversee Support Professionals coverage for Financial Advisors.
• Identify Support Professional recognition opportunities by sharing best practices, success stories, and achievements.
• Promote a branch culture consistent with the Firm’s core values, including championing diversity and inclusion.

Operational Oversight

• Manage travel and entertainment expenses for Advisors and other firm programs, tracking budgets and forecasting with adherence to Firm policies.
• Facilitate and manage the resolution of client inquiries/requests.
• Participate in national calls to learn about new platform changes, policy and procedure updates, share best practices, and other timely updates.
• Identify and implement process improvements to maximize productivity and drive efficiencies.
• Additional operational oversight may be required.
• Administer other duties as delegated by the Market Business Service Officer.

Requirements & Tech Stack

Education and/or Experience

• Bachelor’s degree required or equivalent education.
• Previous industry experience.
• Active Series 7 (GS), Series 9 and Series 10 (SU), and Series 66 (AG/RA) or Series 63 (AG) and Series 65 (RA) required.
• Other licenses as required for the role or by management.

Knowledge/Skills

• Effective written and verbal communication skills.
• Strong attention to detail.
• Ability to prioritize and resolve complex needs and escalate as necessary.
• Ability to identify issues and trends to anticipate change and provide comprehensive solutions.
• Evidence of strong leadership and talent development capabilities.
• Previous supervisory experience preferred.
• Exceptional organizational and time management skills.
• Exceptional conflict resolution skills.
• Ability to manage relationships, motivate, and lead groups of people at various levels.
• Knowledge of Firm’s Risk & Compliance policies.
• Ability to think strategically.

Reporting Structure

• Reports to: Market Business Service Officer
• Direct Reports: Support Professionals