Director, Compliance (PL)

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

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).

In Compliance, we help our business partners achieve their strategic priorities by promoting principles and practices that build client trust and safeguard the integrity of the firm.The Compliance Complaints Risk Management team (CCRM) leads the firmwide Complaints Risk Management Program, including setting complaint standards and procedures and providing second line oversight of first line complaint processes, controls, and corrective actions. CCRM is seeking aDirectorto lead a team responsible for the intake, response, andrequiredfilings for client complaints received by federal and state banking and securities regulators and self-regulatory organizations, including regulatory event disclosures. In the second line of defense,CCRMidentifiesand escalates emerging and systemic risks through complaint monitoring and analysis. The Directorleadsroot cause analysisforidentifiedrisksin partnership with keystakeholders andcommunicates findings to first line owners to drivetimely, sustainable remediation, providing effective challenge and guidance as needed.

Whatyou’regood at

• Fosteringahighperformingteam by setting clear expectations and providing consistent communication, resources, feedback, coaching, and recognition. 

• MaintainingandenhancingRegulatory Complaints team procedures.

• Reviewingregulatory complaints and complaint trends toidentifyemerging and systemic risks, control gaps, process breakdowns, and potential legal or policy violations; translate themes into actionable risk insights.

• Leadingroot cause analysisforsubstantiatedmaterial, repeat, orhighriskcomplaints, partnering with 1LODproduct/processownersand Compliance SMEs tovalidateroot causes, contributing factors, and client impact.Build team capability byestablishingroot cause analysisstandardsandtemplates;coachthe team on effective analysis techniques(e.g., problem definition, 5 Whys, causal mapping), evidence documentation, and distinguishing symptoms from root causes.

• Escalatingand reportingrisksidentifiedthrough complaint research, monitoring, and root cause analysis to Compliance leadership.

• Determiningwhen complaint trends, root cause outcomes, or control deficiencieswarrantformal Issue sourcing;defineissue description, riskratingsand ownership. Provide guidance on action items, including control enhancements, procedural updates, training, communications, and client remediation; partner withIssue ownersto define successcriteria.

• Assistingwith reporting and metrics related to regulatory complaints.

• Ensuringaccurateandtimelycompletion of weekly, monthly, and quarterly complaint monitoring and reporting activities, including metrics and supervisory reviews for data integrity.

• Leadingthequarterlyinternal Complaint Working Group and the industry PeerComplaint WorkingGroup

What you have

Required Qualifications:

• At least5years of experience managing teams 

• At least5years of direct experience with client complaint regulations and laws. 

• Strong working knowledge of broker-dealer businesses, NASD/FINRA rules, federal securities and banking regulations, and securities and banking industry practices. 

• Proven ability toidentifyand solve complex issues in a team environment working with various levels of management and business partners. 

• Demonstrated experience leading cross-functional root cause analysis and translating findings into sustainable remediation, including partnering effectively with 1LOD product/process owners and Compliance/operational SME peers.

• Positive attitude, enthusiasm, professionalism, and strong workethicwithhighlevel of integrity and ethics. 

• Excellent communication, problem solving, and presentation skills to influence and build consensus among team members and leadership.

• Strong organizational skills withabilityto work on multiple assignments and complete them within established deadlines. 

• Ability to prioritize effectively in afast-pacedenvironment and function in a professional manner under pressure.

• Ability to plan,delegateand oversee the overall work assignments and special projects within the team. 

• Ability to generate metrics, analyzedataand communicate results to management. 

• Ability to articulate Schwab’s Visions and Values to team members. 

• Proficient PC skillsincludingvarious platforms and applications.

Preferred qualifications:

• Bachelor’s degree preferred or equivalent business experience.

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