Director, CS&S Client Banking Services Delivery

Your Opportunity

Charles Schwab Corporation

Position Profile

Director, CS&S Client Banking Services (PL)

Charles Schwab has been a leader in financial services for over five decades, working to make investing more affordable, accessible, and understandable to all. Driven by our Purpose to champion every client’s goals with passion and integrity we are committed to providing an environment that respects and appreciates the diversity of our employees, our clients, and the communities we serve. Our goal, as seen through clients' eyes, is that Schwab continuously improves on being a premier financial service provider through best-in-class service, technology, products, people, and advice.

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. As a division of the Client Service & Support (CS&S) organization, Client Banking Services (CBS) serves Schwab Bank and Schwab One clients. Our goal is to provide world-class service that promotes the firm’s purpose. We foster an environment of engaged professionals, who inspire client loyalty through understanding and addressing client needs, personalizing every interaction, and valuing their time.

CBS North Star: Be a Beloved Brand through operational excellence and building personal, emotional connections.

We will do this through a focus on the leadership growth of our managers, prioritizing the development of our professionals, always striving to improve our processes, and by leveraging and embracing existing and new technology.

The Director role in CS&S CBS is responsible for the leadership, management, and general oversight of 8 - 10 managers, with indirect oversight of approximately 96 - 120 employees. A priority is executing on the basics brilliantly. The Director must be available to work occasionally outside of normal business hours to support overnight and weekend teams, as needed.

You will pursue our North Star by:

• Working collaboratively with other CS&S Directors and leadership across the network to deepen client relationships and drive key business results. Agility is a premium.
• Developing CBS Team Managers to help them become effective leaders, coaches, and mentors for their professionals. Priority: People leadership that drives performance focusing on behaviors, KPI expectations, and holistic risk management.
• Partnering effectively across functional roles and Site locations. Embracing an ownership mentality is essential.
• Continually evaluating the operating environment and business model to identify opportunities for innovation and improve business processes. Embracing “can-if” thinking is vital.
• Cultivating employee engagement through effective training, creating loyalty, deepening knowledge, and increasing skill levels by consistently engaging with employees.
• Leading teams to deliver ‘Through Clients’ Eyes’ experiences, creating a foundation for Schwab to build lifetime relationships, reinforcing our position as a premier financial services firm.
• Promoting a culture of first contact resolution with extreme ownership and accountability for client issues regardless of complexity.
• Protecting our clients, employees, and the firm through strict adherence to policies and procedures.
• Reviewing operational reporting and holding leaders accountable for their team’s supervision and performance.
• Setting leaders up for success and investing time in developing their skillsets through Process Confirmations.
• Serving as an agent of change by guiding peers and leaders to embrace, adapt, and align with corporate goals.
• Evaluating the operating environment to identify opportunities to innovate and streamline business processes.
• Anticipating and mitigating current gaps and future risks by demonstrating strong business acumen.
• Supporting various business initiatives, as needed.
• Modeling Employee Value Proposition behaviors in day-to-day interactions and articulating our “EVP” to candidates in talent attraction activities.

What you have

Required Experience & Skills:

• Active FINRA Series 7, 63 (or 66), and 8 or 9 & 10 licenses.
• Bachelor’s degree or equivalent experience.
• 10+ years of professional work experience, including 5+ years in leadership roles with a proven track record of coaching and developing talent.
• Demonstrated success in leading large teams and developing other leaders.
• Strong capacity to develop and unite a team of leaders, often cross-site and remote.
• Skilled in attracting, assessing, selecting, and developing top talent.
• Results-driven with a proven ability to take initiative, distill complex strategies into actionable plans, and drive decisions through to successful execution.
• Highly detail-oriented and process-focused, leveraging KPIs to monitor productivity and ensure continuous improvement.
• Demonstrated ability to influence and execute through others, while delivering balanced and actionable feedback and managing multiple priorities.
• Strong emotional intelligence, maturity, and executive presence, inspiring confidence and creating followership at all organizational levels.
• Exhibits strategic vision and adaptability, with experience navigating complex transitions and driving organizational alignment.
• Successful history of building and cultivating strong authentic relationships with internal/external business partners to create alignment and support.
• Excellent verbal and written communication skills to influence, build consensus, and integrate complex information.

• Proven presentation skills and experience working collaboratively and implementing ideas.

• Full alignment with Schwab's vision and values, with a strong interest in financial services and industry-leading practices and innovation.