Manager, CS&S Operational 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 location(s).

Charles Schwab’s CS&S Move Money Asset Transfer is responsible for risk prevention, processing of money movements, and education of policies and procedures related to money movement. We focus on improving productivity and gaining efficiencies better position for Schwab to compete in the marketplace and to reinvest in areas that matter most to our clients. As an elite team of experts, we are committed to delivering efficient solutions that increase trust while minimizing risk by owning every client interaction through clients’ eyes.

The Individual Contributor Team Manager performs a variety of functions and services for our OST Investor Services client groups.  An integral part of this role includes inbound/external client contact and facilitating client new account/account maintenance requests.  The IC Team Manager will be involved with daily workflow while supporting the Sr. Manager with the day-to-day operations of the team.  This is only a summary, duties and responsibilities may be changed over time.

The ideal candidate may possess experience with the movement of assets in the financial services industry, coupled with demonstrable customer service skills and experience.  Computer skills are required.   The candidate will be extremely detail oriented and conscientious.  Candidate must be flexible with both schedule and role as both may change with little notice in response to business demand.  In this role, you will pivot throughout the day to assist with high-volume hotline call spikes.  Flexibility is a key aspect of this role, and the ideal candidate will need to be equally comfortable with direct client interaction as they receive inbound client service calls and network internally to research and resolve client operational issues.  The ideal candidate will demonstrate the ability to build and sustain strong relationships with clients and partnerships with internal associates as well as key contacts at contra brokerage firms.  Must be comfortable with workflow distribution and acting as a subject matter expert.  Quality, accuracy, accountability, and consistency are key attributes for this position.

Additionally:

• Assisting the Team Managers with all non-HR related functions including the handling of client escalations, training, and coaching of team employees.
• Supporting employees to ensure they provide accurate and timely responses to client inquiries and mitigating and controlling risk.
• 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.
• Helping build and develop high performing employees by encouraging learning and development.
• 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.
• Proactively assist in the creation and prioritization of team goals and strategies including the execution of those strategic initiatives.
• 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 have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required:

• Move Money Asset Transfer experience required
• As a Grade 57 IC Manager, you will need 3+ years of leadership experience (i.e., Individual Contributor Manager or Team Lead) in the brokerage industry with client facing experience.
• A business-related college degree preferred
• Series 7, 63/66, Series 9/10 or 24 licensing required
• A passion and applicable working knowledge and experience in most Move Money subject matter areas.
• Ability to collaborate with peers and shift resources to meet service levels and business objectives.
• A proven track record of developing and coaching employees.
• Exceptional client servicing skills and the ability to handle client escalations in a professional manner and providing appropriate solutions.
• Ability to analyze complex problems and provide effective solutions which may require cross-departmental assistance and collaboration.
• Excellent interpersonal skills and the ability to communicate in a clear and concise manner both orally and in written format.
• Demonstrated critical thinking skills and the ability to exercise sound judgment in handling client situations including effectively 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.
• Ability to work and learn in a high volume, fast paced, team-oriented environment
• Proficient technical skills, including knowledge of Windows, internet searching, database systems, and email
• Flexible with regard to both schedule and role as both may change with little notice in response to business demand.
• Takes initiative to perform day to day tasks with limited guidance or direct supervision
• Ability to effectively share knowledge and demonstrate subject matter expertise with team members
• Ability to think strategically beyond day-to-day operations.

Preferred:

• Customer Orientation: Presents a cheerful, positive manner with customers.
• Analytical Thinking:  Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail.
• Oral Communication: Summarizes or paraphrases his/her understanding of what others have said to verify understanding and prevent miscommunication. Communicates clearly, authentically, and persuasively.
• Fostering Teamwork: Team Members: Provides assistance, information, or other support to others, to build or maintain relationships with them. 
• Purpose Driven: Makes decisions that are aligned with “Through Clients’ Eyes” philosophy
• Innovative: Defines a compelling vision of the future, and develops breakthrough ideas, whether big or small, that support that vision
• Talent Developer: Actively fosters the growth and development of individuals
• Overcomes Barriers: Takes responsibility for addressing obstacles that hinder our people and our business

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