Sr 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.

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).

The CS&S Operational Support Tier 2 Account Solutions and MAAO team is a second level escalation team and is responsible forcomplex operational inquiries from internal and external clients. The team serves as a point of contact resource between the frontline and back office Operational Services Account Solutions (OSAS) and the Managed Investing Services (MIS) processing teams.  We support direct client calls and internal business partners through hotline and chat, pertaining to paperwork and applications that have been submitted that are not in good order (NIGO) and may require additional information. We provide support related to basic and complex new accounts, account maintenance and account update requests This team falls under the Tier 2 CS&S umbrella. Flexibility is a key aspect of the Sr Team Manager role. To be effective in this role, the ideal candidate will demonstrate the ability to build and sustain strong relationships with internal partners across multiple locations; ensure service levels and client needs are met or exceeded daily; continuously identify opportunities for efficiency and operational excellence. The primary responsibility of a Sr Team Manager is to supervise, coach, and develop a team of employees to ensure all goals and objectives are met while cultivating the Schwab culture. Partnership and teamwork are crucial skills for success in this position.

The Senior Team Manager has direct supervisory responsibilities of a 12–15-person team and must maintain an engaging team approach to all work. The Sr Team Manager is responsible for balancing the many intricacies of people management, with a heavy emphasis on cultivating strong relationships across many different business segments and partners. The Sr Team Manager ensures that all functions are performed in a timely and accurate manner within Schwab policies and procedures while proactively identifying opportunities for innovation and efficiency. Providing appropriate levels of employee development is an important aspect of this role, including providing feedback, coaching, oversight, and supervision as well as employee performance evaluations. Responsibilities also include participating in the ongoing planning and direction of the teams when appropriate. The Sr Team Manager must possess outstanding communication, listening and critical thinking skills and be able to provide honest and constructive feedback regarding associate performance focusing on the client experience, while also balancing individual performance and goal setting. Strong critical thinking skills are necessary to help foster the Better Way to Excellence mindset needed to encourage professionals to view and solve problems from the client lens. The Sr Team Manager must foster a positive and engaging team environment. Drawing on combined expertise, Sr Team Managers are expected to recognize the strengths of their dynamic teams and utilize them to better support peer groups during times of increased client need. This position balances the supervision and management needed for the delivery of high-level client service with Principal decision-making capabilities related to industry regulation, Schwab policies and procedures, and overall organizational risk. Sr Team Managers in this role are expected to effectively prioritize work based on potentially ever-changing business conditions.

What you are good at:

• Develops Individual Talent- Models and mentors Leadership@SchwabFramework behaviors. Acts as a stakeholder in the effectiveness of our bench talent and leaders; develops leadership talent: mentors new acting team managers (ATMs), team/nesting managers, and  inspires leaders. Utilizes situational awareness to coach and develop (raises awareness, thought partners, shares best practices, etc.).
• Builds teams equipped for the future, shaping a compelling strategy, and intentional plan to get there- Creates self-sustaining teams and cultures. Inspires sustained engagement and results.
• Creates environments where all people strive to do their best work, fostering a challenger mindset, and inspiring innovation- Builds and strengthens leadership teams within and across segments and departments. Proactively shares best practices with peers and seeks help from others when needed – builds bridges. Acts as a clear extension of the senior leadership team and serves as a culture champion.
• Pursues client-centric change and outcomes- Demonstrates the ability to consistently deliver top results regardless of environment (e.g., team make-up; external factors such as volumes, etc.). Shifts from the micro to macro view and thinks beyond team, segment, or location
• Models a collaborative, One Schwab approach- Demonstrates business acumen in strategy, planning, execution, and process improvement. Exhibits an “Owners Mentality”, considering broader needs of organization before making decisions; makes difficult or unpopular decisions when appropriate.
• Effectively manages time- Impacts the business through creation of scale and simplicity, partners on strategic initiatives.
• Accomplishes great results- Exhibits how to get things done, using continuous improvement, formal channels, and professional network. Understands the origin and reasoning behind key policies, practices and procedures, and offers perspective to employees and peers.
• Enhances risk management- Identifies gaps in our business model and tenaciously breaks down barriers to create positive business outcomes.
• Takes ownership and accountability- Serves as a role model for others and consistently demonstrates leadership maturity. Positions self as a leader among peers and other groups and is perceived with trust and respect. When appropriate, leads local and network initiatives that align with strengths and passions. Proactively demonstrates business acumen to lead through ambiguity.

Please note: Hours of operation are Monday through Friday and range between the hours of 8:30am to 7:00pm EST.

What you have

Required qualifications:

• Active FINRA Series 7, 63 and 9/10 or equivalent
• 5 years of experience in the brokerage industry
• 3 years CS&S T2 OST experience
• Supervisory experience and familiarity with Schwab policies and procedures
• Proven experience with formal strategic coaching sessions that follow B2E coaching framework (prep-connect coaching plan-document-reinforce)
• Ability to reinforce the edge 2.0 service model with professionals to create outcomes that value our clients' needs and time while creating lifetime relationships
• Analytical Thinking: Approaching a problem by using a logical, systematic, sequential approach
• Influencing Others: The ability to gain others’ support for ideas, proposals, projects, and solutions
• Interpersonal Effectiveness: The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others
• Demonstrating support for innovation and for organizational changes needed to improve the organization’s effectiveness; supporting, initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change

Preferred qualifications:

• A Business-related bachelor’s degree

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