Sr Manager, CS&S Escalation Support

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 locations.

The Supervisor Hotline Sr. Resolution Manager is a hybrid role that blends Individual Contributor responsibilities with Leadership. They work closely with department leaders to support supervisory responsibilities, deliver effective coaching and training, lead through change and department projects/initiatives, resolve high risk escalated client concerns, and manage a variety of specialty functions across the department. They are consistently proactive, forward-thinking, and a Role Model within SUP. They can handle virtually any specialized role within SUP. They are actively present in meetings, share their voice openly, often bringing topics to discuss. They are mentors to others in SUP and actively anticipate the needs of the business.

What you are good at

• Being a change leader who thrives in dynamic environments, possesses the ability to rally peers around department initiatives by sharing insightful perspectives, inspiring others to action, and exhibiting a consistently positive attitude
• Welcoming escalations and handling the most challenging clients with professionalism and business acumen. Excelling at finding solutions where possible and comfortable acting as the second level of escalated client concerns 
• Looking for opportunities to improve the business through the lens of SUP’s vision taking ownership over your ideas, often running with them, and bringing in others as needed
• Supporting Leadership initiatives and taking actions resulting in more effective/efficient supervision within the department
• Consistently managing time and balancing multiple responsibilities (i.e., coaching, tasks/projects, supervision, etc.)
• Actively surfacing less obvious concerns to minimize gaps in processes or functions in the department
• Proactively managing your own career plan with a focus on professional development. Consistently bringing meaningful topics of discussion to leader during 1 on 1s
• Delivering outstanding support to peers, business partners, and the entire department on a proactive and consistent basis. A skilled coach who shares feedback in a manner that helps others improve

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, and 9/10 licensing required
• 5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues

Preferred Qualifications:

• 2+ years of Supervisor Hotline or related experience strongly preferred.
• Prior supervisory and coaching experience preferred.
• Comfortable and effective at presenting topics to various levels of Schwab leadership as well as delivering department wide training.
• Proven ability to manage and oversee projects and ongoing business processes
• Strong focus on client advocacy and restoring loyalty after challenging situations
• Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
• Strong industry knowledge with a working knowledge of Operations, Trading, and Products & Procedures 
• High aptitude to recognize risks to the firm, expose and address or take steps to mitigate the identified risk.
• Strong business judgment and decision-making skills
• Ability to work with minimal guidance and supervision
• High level of professionalism in both written and oral communications
• Ability to communicate difficult or sensitive resolutions in an effective, client focused way.

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