Sr 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).

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 goals with passion and integrity. The vision for CS&S is being engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs.  With a focus on employee development and collaboration, we help clients and employees reach their goals.  CS&S builds loyalty with clients and employees one interaction at a time.

The CS&S Account Solutions Team responds to complex operational inquiries from internal and external clients.  Our goal is to support First Call Resolution, while providing a means for further escalation if necessary.   The team is designed to foster relationships with internal partners and facilitate prompt resolution of all calls and complex issues, including direct contact with clients as needed. Teams work closely with Oversight, Training and Management to identify key training and coaching opportunities for staff. The teams also identify innovation opportunities related to systems and business processes to improve the client experience.

The CS&S Account Solutions Senior Manager position is responsible for balancing the many intricacies of people management and business ownership with a heavy emphasis on cultivating strong relationships across many different business segments and partners.  Directly enhancing the strength of Schwab customer experience, as well as client-facing customer service teams, Account Solutions managers continually meet the challenging landscape of managing teams that strive to provide world-class service to a myriad of different business partners with vastly different service needs.    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.  Utilizing sound decision making skills, the managers are responsible for making and supporting decisions that at times, involves client attrition, legal, financial, and organizational risk.  Strong problem-solving skills are necessary to help foster the continual Better Way mindset needed to encourage associates to view and solve problems from the client lens. 

The manager must also foster a positive and engaging team environment. Drawing on combined expertise, the team managers are expected to recognize the strengths of their dynamic teams and utilize them to help 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.  Business ownership can be a significant aspect of this role. The team managers are continually engaged in looking at both the departmental and the enterprise level needs that both drive and involve decisions around process and policy for clients and Professionals alike.  Due to the varied nature of the ownership, team managers are expected to be able to build and lead effective teams , with strong, collaborative relationships with peers, to supporting these initiatives while also working both collaboratively and independently.  Team managers in this role must be able to multitask quickly and efficiently to changes in a fast-paced, dynamic environment and be able to effectively prioritize work based on potentially ever-changing business conditions.

What you have

Required qualifications:

• Current FINRA licenses Series 7,63, & 9/10 or Series 24 & Series 4
• Be a current manager with experience of 3+ year(s) and in good standing
• 5+ years of securities industry experience with 3+ years of Schwab experience required
• Broad knowledge of Schwab's products, services, trading and electronic platforms, and policies and procedures
• Expert in all areas of basic and advanced Schwab.com and Trading Platforms for utility, usability, and troubleshooting
• Emotional intelligence: Demonstrates outstanding professionalism, interpersonal skills, client focused and leadership-based relationship skills
• Approachable, proactive, and demonstrates the knowledge required to up-skill our partners in all aspects of the role
• Ability to make and supervise business decisions quickly and under pressure
• Ability to identify, implement, and resolve disputes quickly and in a timely manner
• Possesses excellent risk management skills with the ability to communicate effectively at all levels, including managers, directors, and VPs
• Possesses expert MS Office Suite skills to develop and deliver reporting
• Experience working in a collaborative team environment, proven ability to develop strong relationships with peers, including sharing feedback and knowledge with peers
• Strong written communication skills including email and letter correspondence with external clients
• Ability to create a strong network of partnerships and working relationships across departments to assist in problem solving
• Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus
• Ensure the team is effectively using available tools and resources to troubleshoot and resolve client requests
• Ensuring the team is delivering prompt responses and resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well organized manner over the phone
• Utilizing B2E coaching process and feedback sessions, to provide performance appraisals, additional training based on individual team member’s development needs and goals, and ongoing support to Professionals
• Encourage and foster independent decision making and effective problem solving when dealing with escalated client situations
• Serve as a liaison and consult on escalated situations from across the business, providing guidance and actionable steps to business partners with goal of situational resolution
• Encourage and foster independent decision making and effective problem solving when dealing with escalated client situations
• Drive the engagement around problem solving and the problem solving process, from both a client-driven and associate developed perspective, and often times involving partner departments across the Enterprise
• Own and reinforce the additional supervisory responsibilities that accompany the management of associates possessing the FINRA Series 9/10 or 24/4 license
• Motivate, encourage, and manage to the efficient client service while balancing the ownership necessary to provide world-class service and resolution
• Provide organizational influence on business strategy and development through numerous partnerships involving Enterprise-wide business partners

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