Managing Director, CS&S Core Service

Your opportunity

MD, CS&S Core Service

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  The vision for CS&S is to provide exceptional and scalable client service across all client segments while attracting, retaining and developing top talent and to delight clients by creating memorable service experiences and by always viewing the relationship through client’s eyes. 

The MD will serve as a member of the senior leadership team for CS&S. The position provides strategic leadership for the development, communication, and execution of the Schwab Investor Services strategy across CS&S. The scope for this leadership role includes oversight for the Core CS&S employee base consisting of 3000 and 8 direct reports.

Client Service & Support Core (CS&S Core) serves as the first contact a client has with the firm as this segment emphasizes handling requests with world class service to make the best first impression. These teams assist with retail client requests, consultations with internal representatives, Financial Consultants, Independent Advisors and general Branch requests. The Core segment is a critical 24/7 organization within Schwab, handling client interactions through multi-channels. In addition, this role manages the Aspiring Talent Academy program within CS&S including intern and apprentice roles.

The MD, Core CS&S will bring a leadership presence to the Westlake community with a focus on customer service, growth and staff development through motivation, performance management and employee engagement. In this key role, the MD will support the business strategy by:

• Demonstrated ability to develop and communicate big-picture vision and strategy, and deliver results through practical, disciplined execution.
• Motivate and inspire others by aligning organizational, team and individual goals with the Investor Services business strategy.
• Promote and support a collaborative culture with a focus on driving consistency amongst CS&S sites and areas.
• Develop a team enhancing client loyalty through relationship building and improving the client experience.
• Guides teams in uncovering client needs and new opportunities using client insights to identify key business challenges and recommend new client offerings, champions a Through Clients’ Eyes culture.
• Develop and monitor key metrics to identify trends and new consumer insights, to drive continuous optimization.
• Analyze issues and develop plans on a systemic level, thinking through potential connections and impact across the Schwab ecosystem, and develop roadmaps to achieve long term vision through short term deliverables.
• Impacting business results and enhancing the firm’s position relative to competitors, pricing/value, net new assets, and total client assets.
• Identify, manage, and mitigate risk for the service organization and has a clear understanding of all elements contained within the Investor Services Supervision Manual and Investor Services controls.
• Deliver financial results against plan through revenue growth, profit margin, earnings growth, and return on equity.
• Deliver operational results through operating discipline including, headcount, budgets, financial metrics, maintaining a sound system of internal controls and risk management.
• Create an environment to enhance employee engagement; actively listening to and acting upon the voice of the field.
• Championing talent development including initiatives supporting acquisition efforts of top, local talent.   
• Understanding our client orientation and how external forces impact clients, competitors, the industry and improves client satisfaction/client promoter scores.

The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders. They will bring a strong leadership presence and support the brand across Colorado through conceptualized planning, strong organizational and communication skills, and will be effective establishing and obtaining commitment to business goals, while constructively motivating people and implementing strategies to achieve superior business results including quality and productivity.   

What you have

Required Experience:

• Minimum 10 years leadership experience in a service, operations or sales capacity where a premium was placed on customer service orientation.
• High-level expertise in multiple job processes and extensive knowledge of related regulatory requirements.  
• Strong knowledge and demonstrated success with staffing, capacity planning, and traffic management are necessary for sustained success and able to capitalize on opportunities to operate more efficiently and with transparency.  
• Strong people leader who enables leaders and their high-performing teams
• Executive presence/awareness to convey complex concepts through various mediums in relatable terms and anchored in business meaning across various use cases (broad strategic questions, targeted strategic initiatives and enterprise level leadership communications, etc.)
• Series 7, 63, 9 & 10 required or obtained within 180 days of hire.
• BA/BS degree or equivalent work experience; MBA preferred.

Preferred Experience:

• Makes sound, timely decisions in managing the operations of high-visibility channels, with keen attention to procedures and regulatory requirements, and in response to client and field input to address issues and opportunities.
• Results oriented leader who takes the initiative and effectively distills strategy, analytics, and varied sets of input to drive to decisions and follow through to execution.
• Strong detail and process orientation using metrics to measure productivity and progress.  
• Able to stand up for brave ideas and take smart risks; executing with the right combination of urgency and analysis and prioritizing ruthlessly making tough choices when necessary. 
• Courageous leader who develops followership and builds high performing, diverse, cross-functional work teams of both direct and not direct team members rallied around the strategy.
• Experienced in effectively assessing, selecting and developing talent for the firm adept at providing balanced, direct and actionable feedback to employees. Experience managing multiple priorities and overseeing distinct teams with varied strengths.
• Strong emotional intelligence/maturity and senior level executive presence.
• Thrives on initiating, building and cultivating strong relationships inside and outside; highly collaborative; navigates and activates alignment across organizational silos.
• Exceptionally client focused; able to effectively and quickly build relationships and establish trust, respect, competence and confidence.
• Proven oral and written communication skills, including experience developing and delivering presentations to senior management and large audiences.