Business Service Officers (BSO) are responsible for shaping the future of service by modernizing our 
client experience through an elevated standard of care. The Business Service Officer (BSO) will report 
directly to the Market Business Service Officer (MBSO) and is responsible for the supervision, 
management of Support Professionals and execution of all business and service functions within the
assigned branches. Additional job responsibilities include facilitating communication and training for 
Service Professionals, partner with Market Sales and Risk teams to ensure execution in all aspects of the 
business and further support the MBSO with delivering on service initiatives. 

DUTIES and RESPONSIBILITIES:

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

Operational Oversight
• Manages travel and entertainment expenses for Advisors as well as other firm programs to manage 
budget tracking and forecasting with adherence to Firm policies
• Facilitate and manage resolution of client inquiries/requests
• Participate in national calls to lean about new platform changes, policy and procedure updates, 
share best practices and learn about other timely updates
• Identify and implement process improvements to ensure teams are maximizing productivity and 
driving efficiencies
• Additional operational oversight may be required
• Administer other duties as delegates by the Market Business Service Officer