Sr Manager, CS&S Trader Electronic Communications

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).

We have 2 positions within Trader ECG available - one within ToS, one within Schwab.com

As a Team Manager in our Client Service & Support (CS&S) Trader Electronic Communications Manager organization you’ll inspire and model behaviors that enhance client relationships and drive personalized service, enabling Trader ECG professionals to enhance client loyalty by making mature business decisions while deepening relationships within the Active Trader client base. You’ll inspire a shared vision, supporting team members providing outstanding service to Active Trader clients via chat/email, via telephone, or across both channels. Client channels supported include S.com chat, TOS Admin chat and secure messaging/email.

You’ll leverage your passion for leadership by coaching proactive behaviors that enrich the client experience through market knowledge and education, Additionally, you’ll facilitate team trading and service activities, including technical analysis/guidance and trading platform support. Your focus on building a strong team foundation will be demonstrated through timely supervision, training through the Trader lifecycle, audit/compliance activities, total performance management, and risk mindset. You’ll also utilize your advanced leadership experience to drive organizational progress and collaboration within the leadership team. If you’re a leader seeking a role where you can mentor tenured professionals, as well as positively impact satisfaction and loyalty scores, quality assurance metrics and appropriate client solutions, this could be the opportunity for you. 

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:

• Active FINRA Series 7, 63, 9, 10 licenses
• Bachelor's degree or equivalent work experience

Preferred Qualifications:

• Leadership and/or coaching skills preferred
• Series 3 and 34 (or ability to obtain post-hire) preferred
• Solid understanding of Communication with the Public (CWTP) policies and procedures
• Exceptional leadership, motivational, and coaching skills resulting in professionals that drive results
• Robust knowledge of trading, margins, and risk skills; an excellent understanding of regulatory requirements and compliance responsibilities; strong handling of client escalations
• Strong ability to develop professionals and lead them through the Trader Pathways
• Builds and strengthens leadership teams within and across segment and departments and demonstrates the ability to consistently deliver top results regardless of environment
• Strong experience in leading and/or supporting change initiatives that help advance the client and professional experience
• The ability to deliver world class service while managing complex discussions with affluent clients
• Applies emotional intelligence, strategic thinking, tactical execution, analytical skills, problem-solving, attention to detail, and mature business judgement
• Impact the business through creation of scale and simplicity and partners on strategic initiatives
• Strong written communications skills and ability to coach professionals to provide clarity, display empathy, and incorporate positive language in their client interactions
• Ability to manage trade-off decision with a focus on providing win-win solutions
• Prior experience with staffing and workforce management

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