Manager, CS&S Employee Onboarding

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.

The CS&S Onboarding Team Manager shapes the first critical stage of a professional’s journey by connecting new hires to Schwab’s mission and building the skills, confidence, and accountability needed to deliver Through Clients’ Eyes experiences from day one. This leader owns the nesting experience, translates classroom learning into consistent client interactions through data-informed coaching and actionable feedback, develops Onboarding Mentors, and partners across the program to meet requirements and continuously improve outcomes. At the end of nesting, the manager ensures each professional is prepared for a seamless, informed transition to their destination team.

As an Onboarding Team Manager, you will lead new professionals through their complete SSA journey, build mentor capability, and create the conditions for confident, client-focused performance.

You will:

• Own the end-to-end new-hire onboarding process, ensuring each required activity is completed accurately, consistently, and on schedule.
• Translate the corporate vision and CS&S priorities into clear goals and daily actions that inspire professionals to achieve individual, team, and business outcomes for clients and the organization.
• Coach professionals to apply EDGE Service Skills and deliver Through Clients’ Eyes conversations that build trust, uncover needs, and drive client value.
• Use performance data and observable behaviors to identify trends, diagnose gaps, and deliver targeted, actionable coaching.
• Set clear expectations and hold new professionals accountable for the behaviors and results that drive holistic performance, including accuracy, resource use, professionalism, and key metrics.
• Lead, coach, and develop Onboarding Mentors by setting clear expectations, strengthening coaching capability, and supporting career growth.
• Maintain strong working knowledge of business policies, procedures, products, services, client-service standards, problem resolution, and trading functions.
• Champion a shared ownership approach by aligning with manager peers and business partners to deliver a consistent experience for every professional and satisfy program requirements 
• Contribute to additional business priorities and responsibilities as assigned.

What you have

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

Required:

• Active FINRA Series 7, 63, and 9/10 licenses.
• Clear, confident written and verbal communication, with strong presentation skills to engage diverse audiences.
• Adaptability and sound judgment in a fast-paced, evolving environment.
• Adequate experience formally leading and coaching people, 
• A demonstrated commitment to Through Clients’ Eyes service, including personalized conversations that build trust, uncover needs, and add value to the client.
• A proven ability to establish clear, repeatable processes that define expectations, reinforce accountability, and translate behavior-based coaching into measurable performance results.
• Established analytical skills, with the ability to use performance data and observable behaviors to identify trends, diagnose gaps, and communicate actionable insights.
• Demonstrated strength in coaching, mentoring, and developing professionals with knowledge of adult-learning principles and varied learning styles.
• Strong knowledge of the securities industry, investment products, business policies, and client-service practices.
• A self-directed, organized approach with the ability to manage time effectively and manage competing priorities

Preferred:

• 2+ years in a financial-services contact center or SSA environment.

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