Sr Manager, CS&S Employee Onboarding (PL)

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 for this role to work on site in the specified location.

The CS&S Nesting Senior Team Manager focuses on coaching to Operational Excellence and EDGE Service skills with new hires. They will guide professionals through basic and advanced service abilities to become a confident and competent licensed professional, continually providing actionable feedback while reinforcing practical application of classroom curriculum. Once the duration of nesting is completed, they will transition professionals to their destination Team Managers.

As a Nesting Senior Team Manager, you will have the opportunity to:

• Effectively communicate and motivate team members to achieve the corporate vision and CS&S initiatives.
• Motivate and inspire team members in the achievement of corporate, business, and personal goals.
• Coach new hires in a team environment using the EDGE Service Skills framework to facilitate World Class Service conversations with clients.
• Hold new hires accountable for overall performance (performance metrics, resource utilization, professionalism, and accuracy).
• Effectively manage, coach, and develop Nesting Mentors, holding them accountable for overall performance standards (performance metrics, resource utilization, professionalism, and accuracy).
• Be responsible for handling all new hire onboarding activities.
• Support new hires in licensing through strong partnerships with licensing specialist consultants.
• Leverage appropriate resources to identify, capture, and interpret key performance measurement data for coaching purposes.
• Clearly understand all aspects of the business, including policies and procedures, products, services, and guidance on customer service, problem resolution, and trading functions.
• Effectively transition new hires to their destination teams at the end of the program.
• Routinely partner with senior leadership to identify opportunities to refine the nesting experience and design.
• Be responsible for hiring and retaining high-performing professionals.
• Perform other duties as assigned.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required qualifications: 

• FINRA Series 7 and 63 licenses
• FINRA Series 9 and 10 licenses
• 2 years of experience managing people in a financial services call center setting

Preferred qualifications: 

• Proven experience leading teams and managing several tasks simultaneously
• Coaching or Training background 
• A solid mentoring background, including employee development skills and an understanding of teaching processes, coaching processes, and varying adult learning styles
• Strong knowledge of the securities industry and investment vehicles (e.g., IRAs, brokerage accounts, etc.)
• Excellent verbal and written communication skills, as well as strong facilitation skills
• Strong adaptability skills and the ability to exercise excellent judgment
• Self-directed and self-motivated with the ability to work independently on a variety of tasks
• Excellent time management and organizational skills
• Excellent analytical abilities demonstrated by gathering, analyzing, and delivering information in both verbal and written formats
• Proven success in creating “through clients’ eyes” experiences with a focus on proactive and productive conversations
• Strong partnership skills to work effectively with colleagues and business partners cross-site in a fast-paced, results-oriented culture

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