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).

Charles Schwab’s CS&S T2 Hotline Support Team – Retirement Services is responsible for providing expertise on complex products and services for retail IRA accounts (Traditional, Roth, Inherited IRA, Education Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/QKEA, Individual 401K). As an elite team of experts, we are committed to delivering efficient solutions that maximize trust while minimizing risk by owning every client interaction through clients’ eyes.  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 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 Team Manager has direct supervisory responsibilities of a team and must maintain an engaging team approach to all work. The 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 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 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 Team Manager must foster a positive and engaging team environment. Drawing on combined expertise, 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. Team Managers in this role will need to be able to effectively prioritize work based on potentially ever-changing business conditions.

What you are good at:

• Taking extreme ownership of a variety of client issues, providing guidance to your team on how to assess risk quickly and accurately.
• Identify areas that require possible change, effectiveness, and efficiencies to better service our clients.
• Develops and shares data and learnings that have financial impact. Suggests and recommends changes to people, processes, and products to minimize risk and improve performance.
• Ability to build, sustain and lead in an engaging, team-oriented environment and promote/share feedback daily.
• Coaching and developing people at all performance levels via established performance objectives, consistent feedback, and appropriate recognition.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
• Strong leadership, partnership, and collaboration skills.
• Excellent verbal and written communication skills.
• Solid negotiation skills to influence and build consensus with peers and business partners; experience working collaboratively in a multi-team environment.
• Generate and implement innovative ideas and processes to make the department more efficient.
• Strong critical thinking and decision-making skills to apply sound judgment daily; ability to think strategically and analyze a variety of factors and metrics when making global decisions for the department.
• Detail oriented, able to effectively manage time, meet administrative deadlines, and succeed in a dynamic and fast-moving environment.

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 Qualifications:

• Active FINRA Series 7, 63 and 9/10
• 4+ years of experience in the brokerage industry with client facing experience in Operations and/or Client Service and Support.

Preferred Qualifications: 

• A Business-related bachelor’s degree preferred.
• Supervisory experience and familiarity with Schwab policies and procedures
• Proven experience with formal development or quality programs a plus (Better Way to Excellence, EDGE, etc.).
• Fostering Teamwork: as a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
• Results Orientation: Focusing on the desired result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Flexibility: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.
• 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.
• Developing Others: Willingness to delegate responsibility and to work with others and coach them to develop their capabilities.
• 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.

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

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