Sr Manager, CS&S New Client 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 for this role to work on site in the specified location(s).

The New Client Service  (NCS) Team provides new clients with premium onboarding and support, during the first 90 days after opening their first Schwab account. We support new to retail clients by engaging in consultative conversations and educating our newest clients on our services and platforms. Our consultations connect clients with Schwab’s broad product ecosystem. Main areas of support include:

• New Account Support
• Account Transfers
• Service and Education
• Chat Support
• EDGE Dialogue model– engage in proactive discovery dialogue, resulting in opportunities to enhance the client experience.

The primary responsibility of the Senior Manager, New Client Service is to supervise, coach and develop a team of professionals in the conduct of their duties. This position involves leading and developing team members by leading goal-setting sessions and creating action plans for an exceptional client experience, maximizing Enhanced Service Opportunities performance,  as well as individual career planning and progression.  Other primary areas of responsibility include maintaining extensive knowledge of the securities industry, call center management, clearing functions and Schwab’s products and services, supervisory requirements and other internal policies and procedures.  Superior client support and management skills are required as they will be required to coach and develop relationship skills in associates.  Managers resolve complex client and associate issues and play a critical role in escalating  issues to appropriate business leaders for quick resolutions. Managers are responsible for developing a strong culture centered around our core values and attracting top talent to our organization.

In this role you will:

• Coach and provide and feedback to  that centers on professional development through multiple lenses (Client Service, Enhanced Service Opportunities, Change Management)
• Build the team’s Enhanced Service Opportunity skill sets to drive a first class onboarding experience and Win-Win Monetization
• Ensure team 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
• Consistently make sound business decisions to reduce Legal and Human Resources risk to firm by enforcing firm and business unit policies
• Support Better Way to Excellence methodology across huddles, team meetings, Coaching sessions, and client & team interactions
• Execute directives from Senior Leadership and complete tasks in a timely manner

• Ability to lead teams through change and uncertainty in a positive manner
• Take active role in business initiatives and execute

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:

• Series 9 & 10 or Series 24 & 4
• 5 years financial Services industry experience; relevant strategy and/or project management experience
• Outstanding written and verbal communication that foster interpersonal relationships
• Ability to effectively work in a fast paced environment while effectively prioritizing activities to support a superior client experience
• Ability to effectively coach, mentor and motivate representatives while accommodating for individual needs;  lead professionals through change and uncertainty in a positive manner
• Strong problem solving skills
• Agility to thrive in a dynamic and fast-moving work environment, including the ability to make significant progress with minimal direction and adjust priorities
• Strong planning and organizational skills; ability to manage multiple tracks of work that vary in scope and complexity simultaneously
• Strong knowledge of Microsoft Excel, Word, and PowerPoint
• Military education or experience may be considered in lieu of civilian requirements listed

Preferred qualifications:

• Bachelor's Degree or equivalent experience
• Leadership and relationship-building skills, including ability to influence and drive decisions across all levels of the organization
• A curious mind with a can-do attitude and think critically to conduct root cause analysis in coaching conversations
• Strong attention to detail, and the ability to multi-task and work efficiently to meet tight deadlines
• Strong sense of urgency and proactive approach
• Consistently present Senior Leadership with outside the box ideas to drive returns in efficiency, enhanced service opportunities results, and client satisfaction

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