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Charles Schwab Senior Manager, Operations in Phoenix, Arizona

Your Opportunity

The Sr. Manager, Operational Support (CS&S) will provides comprehensive phone support for Schwab client tax reporting, cost basis, corporate actions, and securities processing inquiries.

Client Reporting and Security Service (CRSS) is a department within Client Service & Support’s (CS&S) Operational Support division. CRSS specializes in promoting client loyalty and satisfaction by providing high quality subject matter expertise to our internal business partners and end-clients in the following subject matter areas: Schwab client tax reporting, cost basis, corporate actions, securities operations, distributions, and client reporting products. The work performed requires attention to detail and in some cases involves research and analysis. Explanations need to be communicated in an articulate, clear, and effective manner. Teams are located in Orlando, Indianapolis, Denver, and Phoenix and Westlake. Explore a challenging opportunity to join a critical department within CS&S’s Operational Support division that provides specialized phone support and resolution to client inquiries.

What you are good at

  • Fostering a “challenger” mindset and inspiring innovation by developing a deep understanding of our subject matter areas and applying that knowledge to create operational efficiencies and strategies

  • Creating an engaging environment where all people can do their best work by leveraging their individual strengths and differences, inspiring creativity, encouraging transparency, participation, open discussion, and ideation

  • Building and developing high performing employees by encouraging learning and development including collaboratively setting expectations, holding them accountable for their results, recognizing them when appropriate and not shying away from difficult discussions when needed

  • Pursuing client-centric change and outcomes by understanding the client’s needs and priorities and challenging the status quo which includes collaborating and strategizing with our business partners and becoming a catalyst for change

  • Defining a clear strategy and vision for your team and proactively assisting in the creation and prioritization of department goals and strategies including the execution of those strategic initiatives and holding yourself accountable for the results

  • Supporting your employees daily to ensure they provide accurate and timely responses to client inquiries, including handling escalated client concerns and mitigating and controlling risk

  • Conducting Quality Assurance, Plan of Supervision (POS) and Risk and Control Self-Assessments (RCSA) functions when required and incorporate a risk-based approach to employee quality assurance and sampling

What you have

  • 5+ years of direct manager experience in the brokerage industry with client facing experience, strongly preferred

  • A business related college degree, preferred

  • Series 7, 63/66, Series 9/10 or 24 licensing required

  • A passion and applicable working knowledge and experience in most of our subject matter areas

  • Ability to “pull appropriate levers”, collaborate with peers and shift resources to meet service levels and business objectives

  • A proven track record of developing and coaching employees and building high performing teams including using metrics to help determine employee performance

  • Exceptional client servicing skills and the ability to handle client escalations in a professional manner and providing appropriate solutions

  • Ability to analyze complex problems and provide effective solutions which may require cross-departmental assistance and collaboration

  • Excellent interpersonal skills and the ability to communicate in a clear and concise manner both orally and in written format

  • Demonstrated critical thinking skills and the ability to exercise sound judgment in managing team and client situations including effectively risk mitigation

  • Ability to handle all aspects of managing projects including design, creation, communication, implementation, and follow-through to ensure project parameters and timelines are met

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further (https://content.schwab.com/web/retail/public/about-schwab/charles_schwab_recruitment_guide_2020.pdf) .

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here (https://www.aboutschwab.com/EEO) to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281 (tel:800-275-1281) .

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further (https://content.schwab.com/web/retail/public/about-schwab/charlesschwabrecruitmentguide2020.pdf). Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here (https://www.aboutschwab.com/EEO) to see the policy. Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281. TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

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