Morgan StanleySection Manager
Sep. 2021 - Mar. 2025United States, South JordanAs a Service Manager in the Client Services division, I led a team of associates responsible for delivering high-quality service in a fast-paced call center environment. My role focused on performance management, compliance, scheduling, and cross-functional collaboration to ensure exceptional client support and operational efficiency.
Key Responsibilities:
• Supervised and developed a team of client service associates, fostering growth through coaching, mentoring, and performance feedback.
• Monitored service levels, red flag alerts, and case quality to identify trends and implement process improvements.
• Conducted regular 1:1 meetings, call reviews, and team huddles to reinforce expectations, celebrate wins, and maintain alignment.
• Managed team scheduling, tracked timecards, validated overtime, and ensured compliance with company attendance policies.
• Led service recovery and escalation processes in coordination with quality assurance, HR, and management partners.
• Supported return-to-office efforts by modeling strong presence, accessibility, and accountability in hybrid work settings.
• Promoted digital adoption of internal tools such as AI@MS to streamline workflows and improve user engagement.
• Facilitated team communication through SharePoint, Microsoft Teams, and department-wide meetings.