Sr Manager, CS&S Operational Support Team

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.

Retirement Services provides support within Client Services and Support’s (CS&S) Operational Support Group and is responsible for providing service and support to our clients with Individual and Small Business Retirement Plans. This department provides service to our clients to deliver on our purpose of championing every client’s goals with passion and integrity. Supporting our corporate vision - to be the most trusted leader in investment services - is key to our day-to-day success. With a focus on employee development and collaboration, we help clients and employees reach their goals. We build loyalty with clients one interaction at a time.

Flexibility is a key aspect of the Retirement Services Sr Manager role. The ideal candidate will need to be equally comfortable with direct client interaction as professionals receive inbound client service calls and network internally to research and resolve client operational issues. To be effective in this role, the ideal candidate will demonstrate the ability to build and sustain strong relationships with clients and internal partners, lead and develop service professionals, and ensure that service levels and client needs are met daily. Partnership and teamwork are crucial skills for success in this position. The Manager has direct supervisory responsibilities over a 10–14-person team and must maintain an engaging team approach to all work. This position is responsible for all aspects of employee development and full performance management process including hiring, supervising, evaluating, coaching, and training team members to meet the center goals and individual career objectives. The Manager ensures that all functions are performed in a timely and accurate manner within Schwab policies and procedures. As a member of the management team, responsibilities also include planning the strategic direction and success of the group.

What you’re good at 

• Fostering a “challenger” mindset and inspiring innovation by developing a deep understanding of our subject matter areas and applying that knowledge to create operational efficiencies and strategies.
• Creating an engaging environment where all people can do their best work by leveraging their individual strengths and differences, inspiring creativity, encouraging transparency, participation, open discussion, and ideation.
• Building and developing high performing employees by encouraging learning and development including collaboratively setting expectations, holding them accountable for their results, recognizing them when appropriate and not shying away from difficult discussions when needed.
• Pursuing client-centric change and outcomes by understanding the client’s needs and priorities and challenging the status quo which includes collaborating and strategizing with our business partners and becoming a catalyst for change.
• Defining a clear strategy and vision for your team and proactively assisting in the creation and prioritization of department goals and strategies including the execution of those strategic initiatives and holding yourself accountable for the results.
• Supporting your employees daily to ensure they provide accurate and timely responses to client inquiries, including handling escalated client concerns and mitigating and controlling risk.
• Conducting Quality Assurance, Plan of Supervision (POS) and Risk and Control Self-Assessments (RCSA) functions when required and incorporate a risk-based approach to employee quality assurance and sampling.

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:

• Series 7, 63, 9 &10 licenses required.
• Bachelor’s degree required.
• Supervisory experience and familiarity with Schwab policies and procedures is required.
• A demonstrated ability to develop leadership and management skills in coaching and developing people at all performance levels.
• The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders.
• The candidate must have demonstrated ability to build strong professional partnership with both internal and external clients.

Preferred:

• Experience in strategic planning is preferred and experience with Retirement and/or Brokerage Operations is a plus.
• Demonstrated creative thinker with strong verbal and written communication and interpersonal skills is a must.
• Extremely detail oriented and conscientious, flexibility is needed regarding both schedule and role as both may change with little notice in response to market activity and business demand.
• Ability to analyze complex problems and provide effective solutions which may require cross-departmental assistance and collaboration.
• Demonstrated critical thinking skills and the ability to exercise sound judgment in managing team and client situations including risk mitigation.
• Ability to handle all aspects of managing projects including design, creation, communication, implementation, and follow-through to ensure project parameters and timelines are met.

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