Director, CS&S Core Service

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 to work on-site in the specified location(s).

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  The vision for CS&S is to provide exceptional and scalable client service across all client segments while attracting, retaining, and developing top talent and to delight clients by creating memorable service experiences and by always viewing the relationship through client’s eyes. 

The Director will serve as a member of the leadership team. The scope for this leadership role includes oversight for a CS&S Core service employee base consisting of 400 and 5 direct reports.

CS&S Core serves as the first contact a client has with the firm as this segment emphasizes handling requests with world class service to make the best first impression. These teams assist the following groups with a variety of requests around account servicing, moving money, trading, market mechanics, and more: Retail client requests, consultations with internal representatives, Financial Consultants, Independent Advisors, and general branch requests. The Core segment is a critical 24/7 organization within Schwab, handling client interactions through multi-channels. 

The Director will be required to manage cross-site, bringing a leadership presence to both the Denver and Phoenix markets with a focus on customer service, growth and staff development through motivation, performance management and employee engagement. 

In this key role, the Director will support the business strategy by: 

• Fostering a culture of idea generation and sharing across business lines and levels to create the best business outcomes; enables and removes barriers to collaboration.
• Take ownership of business metrics that impact the organization's performance and client experience.
• Maintain focus on and empower managers to be best-in-class coaches who provide ongoing coaching and reinforcement to provide world class service; understands and applies contact center management techniques.
• Fostering a culture of continuous improvement within their segment; removes systemic barriers to creating efficient and scalable solutions for our clients.
• Partnering with the Senior Leadership Team to formulate a clear and competitive strategy, anticipate vulnerabilities; set clear and consistent behaviors to ensure success.
• Helping the segment pivot with agility and accelerate toward its initiatives and strategic goals by guiding their leaders in big picture thinking.
• Energizing others to achieve desired business results; motivating others to commit and drive the vision across the organization; modeling behaviors and adjusting communication to influence big-rock outcomes; teaching and modeling behaviors that will allow for ownership and empowerment at the Manager level.
• Leverages reporting tools to effectively manage the business and coaches to Director's behaviors to influence change within their segment (i.e., Service Levels, Adherence reporting, Outlier reporting, and Work Avoidance tools).
• Holds Directors accountable for appropriate supervision and business results of their teams.
• Encourages an ownership mentality for leaders to resolve client issues and performance manage their teams.
• Overcomes resistance to stopping lower-value initiatives and is willing to make tough choices amidst complexity to ensure we are focusing on the basics (i.e., coaching, and creating solutions for employee and client ease).

The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders. He/she will bring a strong leadership presence and support the brand across CS&S. through conceptualized planning, strong organizational and communication skills, and will be effective establishing and obtaining commitment to business goals, while constructively motivating people and implementing strategies to achieve superior business results including quality and productivity.   

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 Experience:

• Minimum 5 years leadership experience in a service where a premium was placed on customer service orientation.
• Expertise in multiple job processes and extensive knowledge of related regulatory requirements.  
• Strong knowledge and demonstrated success with staffing, capacity planning, and traffic management are necessary for sustained success and able to capitalize on opportunities to operate more efficiently and with transparency.  
• Series 7, 63, 9 & 10 required or obtained within 180 days of hire.
• BA/BS degree or equivalent work experience.

Preferred Experience: 

• Results oriented leader who takes the initiative and effectively distills strategy, analytics, and varied sets of input to drive to decisions and follow through to execution.
• Strong detail and process orientation using metrics to measure productivity and progress.  
• Experienced in effectively assessing, selecting, and developing talent for the firm adept at providing balanced, direct and actionable feedback to employees. Experience managing multiple priorities and overseeing distinct teams with varied strengths.
• Strong emotional intelligence/maturity and senior level executive presence.
• Thrives on initiating, building, and cultivating strong relationships inside and outside; highly collaborative; navigates and activates alignment across organizational silos.
• Exceptionally client focused; able to build relationships and establish trust, respect, competence and confidence effectively and quickly.
• Proven oral and written communication skills, including experience developing and delivering presentations to senior management and large audiences.

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