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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 that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goal with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm, and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible, and understandable for all. As we enter our fifth decade, we are looking for talented, innovative, and driven people who believe they can help themselves, and our clients, create a better future.
Schwab Advisor Services (http://advisorservices.schwab.com/public/advisor/why_schwab?ver=ps&src=G_BDN&sv1=s5rCfz6Cz_dc&sv2=13831878124&sv3=xpxe4op6q0) , a division of Charles Schwab & Co., Inc (http://aboutschwab.com/) . is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms (RIAs (http://advisorservices.schwab.com/public/advisor/rias) ). In addition to custody services, Schwab Advisor Services provides practice management and consultative support to help independent advisors start, build and grow their businesses. Advisor Services works with more than 15,000 independent investment advisory firms with $1.5 trillion under management.
The purpose of the Client Experience Solutions organization is to deliver an efficient, high-quality Client Experience by enabling client-facing staff with effective tools, systems, and resources while also driving economies of scale the AS business through greater advisor interaction efficiency. The organization consists of several teams designed to ensure that all key functions within the business, particularly in the areas of service, digital and operations evolve to meet the changing needs of our clients.
What you’ll do:
The Senior Manager, Client Experience Business Transformation is responsible for the development of a business program focused on transforming the client experience while also delivering significant business scale and efficiency. Role will build strategies, roadmaps, key milestones and success metrics in partnership with leaders across the AS organization. Cross-enterprise partnership and integration across service, digital and operations is essential in achieving long-term business objectives. This role will work to ensure that our portfolio of service, digital and other business initiatives to transform the way AS supports Advisors. This role will work collaboratively with all levels to gather strategic and tactical input to inform all phases of strategy design and delivery. Involvement of frontline employees and business leaders in problem-solving and decision-making essential to fostering ownership for lasting change. Creative problem-solving skills with a bias to action and the ability to influence at all levels needed for success in this role. By driving alignment between leadership vision and execution, this role will help set the course for significant transformation across the AS organization that delivers efficiency and an improved client experience.
What you are good at ::
Creating strategies and actionable plans working with multiple cross-functional teams across AS, Digital Advisor Services, Operations, and other partner organizations
Strong strategic planning and storytelling skills with the ability to take in large sets of complex information to build a succinct and compelling story that articulates options and potential trade off decisions
Building a system to track and monitor KPIs for the program while also helping leaders and stakeholders identify opportunities to pivot approach as needed to achieve goals
Ability to develop a working hypothesis and fact-base with imperfect data to facilitate stakeholder discussions that drive to a decision and create alignment
Strong presentation skills with senior and executive level leadership
Creating mechanisms to sustain improvements and large-scale change across an organization
Driving cross-functional work streams to improve client experience outcomes and minimize risk; managing work plans using Excel and PowerPoint, facilitating meetings, ensuring actions are completed on a timely basis
You demonstrate these behaviors:
Critical Thinking
Fostering Innovation
Results Orientation
Customer Orientation
What you have
To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.
Required Qualifications:
BA/BS degree
10+ years of work experience in business strategy and analysis working on large-scale transformational business initiatives
Proven experience building business cases backed by sound business and financial analysis
Extensive experience succinctly synthesizing data and developing recommendations in strong business stories with PowerPoint, and effectively presenting to executive audiences
A client-centric focus – keeps clients in forefront of decisions, connects plans and actions to our purpose of serving clients
Ability to think critically and set strategic direction, including ability to identify initiatives, problem-solve and complete projects to meet strategic objectives
Comfort dealing with ambiguity in a dynamic and fast-moving work environment; self-starter and highly resourceful, with a ‘get things done’ with limited direction attitude
Demonstrable relationship building skills, with the ability to influence and build consensus with partners at all levels
Superior communication skills, both written and verbal
Creativity in problem solving, and attention to detail
Preferred Qualifications:
MBA
Program and/or project management experience
Experience in the securities or financial services industry strongly preferred
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
What’s in it for you:
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected 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.