Charles Schwab Sr Team Manager - Trade Support Group in Westlake, Texas


Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616

Kyle David Livingstone


Our Opportunity:

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 to be 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 Trade Support Group is responsible for managing risk through education, communication, and by strengthening business partnerships in an effort to enhance the client experience and restore client loyalty. The Trade Support Group handles second-level escalations on all trade related issues acting as a liaison to trading operations and market centers to ensure “best in class” trading experience.

What you’ll do:

As a Trade Support Team Manager, you will have the opportunity to:

  • Provide coaching, daily supervision and empowerment to a highly skilled team of Resolution Managers

  • Monitor the daily workflow of the team, balancing phone volumes and service requests with project work

  • Make quick decisions to manage risk that arises from dynamically changing markets and the Schwab systems that provides access to them

  • Have the ability to assess the workload of the entire Investor Services network to provide communications, education and collaborative support proactively where needs are identified

  • Be the lead SME on systems and processes that fall within your Subject Matter Expertise

  • Ensure compliance and documented supervision of trade dispute resolution, internal inventory account activity and a variety of specialized workflows

  • Remain informed about evolving industry developments, market structure evolution, new products and trading related regulatory changes

  • Lend to the Trade Support Group's professionalism, market expertise, technical capabilities, communication skills and proactive outreach activity

  • Assessing and resolving escalated client trade issues at a moment’s notice and leading trade efforts during network system downtime

  • Proactively recognize strategic business opportunities and be willing to challenge traditional process with manager, colleagues and business partners

  • Work collaboratively with other peers across the network organization and successfully engage in cross-departmental projects and initiatives

  • Support the training department and ISS Leadership for high-level business initiatives that require Subject matter Expertise and experience

  • Coordinate and partner with numerous internal departments, external business partners and a variety of trading related vendors

  • Collaborate within the national Trade Support Group Online Community to share ideas and solutions to challenges

  • Practice frequent positive reinforcement to create a fun and challenging growth environment for all CS&S employees

What you have:

  • Active FINRA Series 7, 63, 9/10 or 24 (8) licenses; 57 preferred

  • At least 5 years of Service Management experience preferred

  • Ability to be registered in all US States and Territories is required

  • An ability to maintain a fun, yet professional work environment with both the locally-led team as well as with remotely-led teams and peers

  • Experience supporting all Schwab electronic products is preferred

  • Extensive trading background, client relationship support or escalation group experience

  • Thorough knowledge of brokerage/financial services industry, market mechanics, trading operations, audit, compliance, and general regulatory developments

  • Positive attitude, enthusiasm, professionalism, and strong work ethic with the highest level of integrity

  • Demonstrated passion for providing client-centric solutions that successfully decrease risk, client effort, attrition and costs

  • Excellent verbal and written communication skills to influence and build consensus

  • Proven presentation skills with experience working collaboratively across business units

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.

Job Specifications

Relocation Offered?: No

Work Schedule: Days

Languages: English - spoken

Current Licenses / Certifications: FINRA Series 24, FINRA Series 63, FINRA Series 8, FINRA Series 10, FINRA Series 7, FINRA Series 9

Relevant Work Experience: Trading-6+ yrs, Financial Services-6+ yrs, Trading-2-5 yrs, Customer Service-6+ yrs

Position Located In: TX - Westlake

Education: HS/GED

Job Type: Full Time

Category:Customer Service/Client Service

Activation Date: Thursday, June 28, 2018

Expiration Date: Saturday, July 21, 2018

Apply Here