Manager, CS&S Operational Support Team (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.

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. The vision for CS&S is being engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs.  With a focus on employee development and collaboration, we help clients and employees reach their goals.  CS&S builds loyalty with clients and employees one interaction at a time.

The CS&S Account Solutions Team responds to complex operational inquiries from internal and external clients.  Our goal is to support First Call Resolution, while providing a means for further escalation if necessary.   The team is designed to foster relationships with internal partners and facilitate prompt resolution of all calls and complex issues, including direct contact with clients as needed. Teams work closely with Oversight, Training and Management to identify key training and coaching opportunities for staff. The teams also identify innovation opportunities related to systems and business processes to improve the client experience.

The CS&S Account Solutions manager role is accountable for delivering Through Clients’ Eyes service by developing individual talent and building a team equipped for the future. This leader sets clear expectations, provides frequent, actionable coaching and feedback, and recognizes performance in ways that strengthen engagement and retention. By connecting daily work to Schwab’s purpose and strategy, the manager creates a collaborative, inclusive environment where professionals are empowered to solve problems, challenge the status quo, and continuously improve the client experience.

The manager also drives client-centric outcomes and operational excellence by reinforcing service expectations, removing barriers, and partnering across the firm using a One Schwab mindset. This includes prioritizing the work that has the greatest impact, simplifying processes where possible, and ensuring day-to-day execution supports business results. In alignment with supervisory and risk expectations, the manager promotes a “Be the Brand” approach by coaching to policy and procedures, identifying trends and outliers, escalating appropriately, and protecting clients, employees, and the firm. The role requires strong ownership and accountability—seeking feedback, demonstrating emotional intelligence, leading through ambiguity, and consistently delivering on commitments for the team, partners, and clients.

What you’re good at 

• Developing Operational Support professionals through frequent coaching, real-time feedback, and recognition—strengthening capability to resolve complex operational inquiries and escalations through clients’ eyes.
• Executing a consistent coaching cadence (huddles, strategic sessions, side-by-sides) and documenting performance and development actions timely—driving clear commitments, follow-through, and accountability.
• Building a future-ready Account Solutions/OST team by attracting, onboarding, and retaining strong problem-solvers, creating stretch opportunities, and connecting work to CS&S strategy and first-call-resolution outcomes.
• Creating an inclusive, high-performing environment where professionals challenge the status quo—sharing best practices, learning from defects/escalations, and innovating to improve issue resolution and client ease.
• Pursuing client-centric outcomes by setting clear expectations for quality and timeliness on complex cases, removing barriers to resolution, and ensuring clients (internal/external) receive clear, complete answers and next steps.
• Communicating with clarity and care across partners (frontline teams, Oversight, Training, and Management)—sharing themes, decisions, and process updates in ways that enable consistent execution.
• Modeling a collaborative, One Schwab approach—building relationships with internal partners, coordinating escalations end-to-end, and teaching “See it, Own it, Solve it, Do it” problem-solving.
• Managing time and priorities to balance coaching, supervision, and case support—simplifying workflows, prioritizing high-risk/high-impact items, and ensuring day-to-day execution stays on track.
• Accomplishing great results by reinforcing performance expectations and monitoring quality, efficiency, and trends/outliers—partnering to close gaps and drive process/system improvements.
• Enhancing risk management and demonstrating ownership—coaching to policies/procedures, completing required reviews and training, identifying patterns and escalations early, and leading through ambiguity with strong emotional intelligence and follow-through.

What you have

• Current FINRA Series 7, 63 and 9/10 or 9/10 equivalent.
• Be a current manager with experience of 2+ year(s) and in good standing. Experience in CS&S Operational Support required.
• 5+ years of securities industry experience with 3+ years of Schwab experience required
• Supervisory experience and familiarity with Schwab policies and procedures
• Proven experience with formal development or quality programs (Better Way to Excellence, EDGE, etc.)