Team Lead, Client Account Operations

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

The Managed & Advised Account Operations (MAAO) division within Operational Services provides account opening and maintenance support for all Advised and Managed Account clients in both Investor and Advisor Services. As this business continues to grow and evolve, we are focused on modernizing key processes to create a highly efficient, scalable team that can provide unmatched support to our clients and business partners.

Our Advisor Service MAAO Team Lead provides leadership and knowledge support to a team of operational specialists who process account opening, maintenance and money movements for RIAs utilizing the Managed Account platform. Team Leads have a deep understanding of Managed Account Operations policies and procedures and support their Team Manager in the execution of the vision and strategy of the MAAO organization.

What you'll do:

• Assist manager in day-to-day tasks such as workflow and service level management, prepping for huddles, onboarding new hires and reviewing Enlighten data.  Act in the capacity of the manager when the manager is absent. 
• Support the team in day-to-day activities to drive optimal business results. This involves answering complex questions, assisting with resource navigation to promote self-sufficiency, providing coaching and collaborating on solutions that result in meeting/exceeding department expectations.
• Proactively deliver on client experience by assisting in the queues when service levels are projected to fall below department expectations and/or high volumes are anticipated.
• Demonstrate strong awareness of risk and fraud issues and take actions that align with department’s risk tolerance.  Ensure adherence to departmental and firm policies and procedures in all interactions.  Confidently handle complex and high-risk issues, be involved in exception review, and support escalations and trade error review/resolution.
• Work directly with the Team Manager and Leadership Team to execute on the MAAO strategy and vision.
• Partner with Team Manager to build a culture of Continuous Transformation.  Ensure strategy is communicated to and understood by the team.  Drive adoption of Transformation Program tools such as SparkLab.
• Seek out opportunities for personal growth and development, engage in company programs such as Grow with Schwab, and support the growth of others by encouraging usage of ProTime.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• Series 7, 63, 9/10 required (4/24 accepted in lieu of 9/10)
• COE 4/24 for highly qualified candidates

Preferred Qualifications: 

• Must possess effective problem resolution and relationship management skills and a strong sense of teamwork.
• Ability to provide developmental feedback and coaching promoting career development in an encouraging environment.
• A desire to drive team engagement through Glint Survey conversations, identifying areas of focus, and supporting efforts towards improvement.
• Attributes of an independent self-starter; have a proven ability to deliver excellent client service while anticipating and resolving problems under your own initiative.
• Initiative to create efficiencies through process improvements, training and streamlining functions.
• Excellent relationship management skills including collaborating, influencing, and negotiating. Demonstrated ability to problem solve, interact with individuals at various levels, adapt to changing environments and think creatively.
• Passion for service, professionalism, positivity and strong work ethic with a high level of integrity and teamwork. 
• Strong analytical and organizational skills.
• Articulate communicator with good listening skills. Presents well in person, on the phone, in meetings and in writing.
• Demonstrated ability to prioritize business needs, manage time effectively, and multitask.
• Ability to identify potential risk situations and mitigate timely and effectively.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities