Sr Manager, CS&S Core Service

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).

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goal with passion and integrity. The vision for the CS&S role is to engage financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs. With a focus on professional development and collaboration, we help clients and Professionals reach their goals. CS&S builds loyalty with clients one interaction at a time.

As Senior Team Manager in CORE CS&S your primary responsibility will be to supervise, coach, and develop a team of Professionals in the conduct of their duties. This position involves leading and developing team members, leading goal-setting sessions and creating action plans for an exceptional client experience as well as guiding each Professional in their individual career planning and progression. As leaders you are expected to excel in B2E (BetterWay 2 Excellence) processes and to be proficient in coaching and developing Professionals. Other areas of responsibility require extensive knowledge of the securities industry, clearing functions, Schwab’s products and services, and internal policies and procedures.

You will also be expected to widen your view from the micro to the macro, focusing on the organization as a whole as opposed to just your team, segment, and location. You will be a role model and mentor for the leaders around you. You are expected to deliver top results consistently at the team level while influencing your peers, holding them accountable and supporting them with the best practices and feedback needed to achieve equivalent results. You will take into consideration the broader needs of the organization when making decisions by collaborating with peers and impacted parties along the way.

What you are good at:

• Providing 1 on 1 coaching and feedback sessions that center on Associate development through multiple lenses (Client Service and Career Development)
• Facilitate team meetings and huddles that are designed to inspire the team to meet and exceed established standards
• Ensure Professionals are meeting and exceeding call center management metrics by using monitoring tools, staying up to date on call volume forecasts and real time market changes that may drive additional client contacts
• Exercise independent decision-making skills to leverage B2E methodology to identify and diagnose situations that negatively impact the experience of our clients and our Professionals
• Consistently make sound business decisions to reduce Legal and Human Resources risk to firm by enforcing firm and business unit policies in client and professional situations
• Ability to lead professionally through change and uncertainty in a positive manner in multiple communication types (spoken, written, body language)
• Take active role in business initiatives and execution by developing and communicating content across broad areas of business units
• Execute on directives from Senior Leadership and complete tasks in a timely manner
• Proven track record of meeting and exceeding deadlines for all supervisory, training and assigned projects
• Model and Mentor for the Team Managers around you
• Position self as a leader amongst your peers and other groups and you are perceived with trust and respect

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:

• 2 years supervisory / management experience within CORE CS&S
• Active FINRA Series 7, 63, 9, & 10 licenses
• Demonstrated passion for providing client-centric solutions
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Experience mentoring other leaders and modeling Leadership@Schwab behaviors across team, segment, and location
• Excellent verbal and written communication skills to influence and build consensus as well as proven presentation skills

Preferred Qualifications:

• Driving scale with effective time management and communication skills that allow for expanded impact across the broader team, segment, and location
• Strong leadership and coaching skills with ability to drive results and develop Professionals
• Proven ability to consistently deliver top results regardless of environment (e.g., team make-up; external factors such as volumes, market volatility, etc.)
• Have a strong network established through trust and respect while positioning yourself as leader amongst your peers
• Proven experience working collaboratively, improving productivity and implementing improvements and changes to policies and processes

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