Sr Manager, CS&S Employee Onboarding (PL)

Your Opportunity

The CS&S Nesting Team Manager focuses on coaching to Operational Excellence and EDGE Service skills with new hires. Guiding professionals through basic/advanced service abilities to becoming a confident and competent licensed professional, continually providing actionable feedback while reinforcing practical application of classroom curriculum.  Once the duration of nesting is completed, the Nesting Manager will transition professionals to their destination Team Managers.

What you’re passionate about doing:

  As a Nesting Team Manager, you will have the opportunity to:

• Effectively communicate and motivate team members to achieve the Corporate vision and CS&S initiatives.
• Motivate and inspire team members with regards to achievement of corporate, business, and personal goals.
• Coach professionals in a team environment using the EDGE Service Skills framework to facilitate Through Client Eyes Service conversations with clients.
• Hold new hire professionals accountable on overall performance (performance metrics, resource use, professionalism, and accuracy).
• Effectively manage, coach and develop Nesting Mentors. Hold Nesting Mentors accountable on overall performance (performance metrics, resource use, professionalism, and accuracy).
• Responsible in handling all new hire onboarding activities and following the outlined process.
• Leverage Analytics to identify, capture, and interpret key performance measurement data for coaching purposes.
• Clearly understand all aspects of businesses; policies and procedures, products, services, guidance on providing customer service, problem resolution and trading functions.
• Effectively transition nesting professionals to their destination teams at the end of the nesting period.
• Routinely partner with Senior Leadership on opportunities to refine the nesting experience and design.
• Support licensing for professionals with strong partnership among licensing specialist consultants.
• Responsible for hiring and retaining high performing professionals.
• Other duties as assigned.

What you have

• FINRA Series 7, 63, 9/10 licenses required.
• A minimum of 1 year leading within Schwab Service Academy as a people leader required.
• Excellent verbal and written communication skills and strong facilitation skills.
• Strong adaptability skills and ability to exercise excellent judgment.
• Three or more years of people manager experience in a financial service call center setting or former SSA experience preferred
• Proven experience leading teams and managing several tasks simultaneously.
• Solid mentoring background, employee development skills, understanding of teaching processes, coaching processes, and varying adult learning styles.
• Strong knowledge of the securities industry and investment vehicles (e.g., IRA, brokerage accounts, etc.).
• Self-directed, self-motivated, and able to work independently on a variety of tasks.
• Excellent time management and organizational skills.
• Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats.
• Exhibited success in creating a “through the client’s eyes” experience with a focus on proactive and productive conversations.
• Strong partnership skills to work effectively with colleagues and business partners’ cross-site in a fast-paced, results oriented culture.