Advisor Services Operations Senior Manager

Charles Schwab•Phoenix, AZ

4d•Onsite

About The Position

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. In Advisor Services we have built our business on serving the needs of RIAs and advancing an industry that helps the advisor and their clients thrive. We understand their needs, and work side by side providing them the support to help them manage their firm and meet their goals. In the centralized Workflow Solutions team, our mission is to provide quality and timely workflow support to our service teams and our Advisors. The Workflow Solutions Senior Manager is primarily focused on leading a team of high performing individuals in providing quality workflow support, while continually looking to optimize and make our workflows more efficient. Influencing the team to focus on quality and consistency, while partnering with other departments in optimizing worfklows is critical for the success of our organization.

Requirements

FINRA Series 7, 63, 9 and 10 or 24 licenses required
Minimum of 2 years experience managing and coaching employees to exceed performance standards

Nice To Haves

Bachelor's degree or higher preferred
Champion of change and ideation to reduce waste and hand-offs to make processes more efficient
Positive attitude and enthusiasm towards teamwork and the “One Schwab” mentality across all business units
Capability to balance risk and the ease of doing business with our clients when making workflow decisions
Ability to prioritize and handle multiple competing priorities within established deadlines
Superior communication, presentation, interpersonal and listening skills
Strong focus on employee engagement by maximizing strengths and creating a dynamic team environment

Responsibilities

Lead cross-site team to ensure all operational workflow for the service organization is completed with the highest quality and by stated service level agreements (SLA)
Develop and execute on a quality-based coaching program to ensure the highest level of care is taken with workflow
Identify trends and training opportunities within workflow received and translate these into educational opportunities for the broader service organization
Forge partnerships with leaders throughout Operational Services to raise awareness of the advisor experience and align on broader business goals
Make quick and effective decisions on not in good order work while balancing risk and the advisor experience
Review capacity on a consistent basis to ensure we are operating efficiently with the resources provided
Ideate ways to minimize hand-offs and optimize worfklows in preparation of work moving to centers of excellence
Keep open line of communication within the AS Service organization to proactively share updates on operational service levels and plan to bring workflow back into stated SLA
Collaborate with internal service leadership to stay apprised of broader business updates that may impact the advisor experience
Remain approachable and professional to handle questions and inquiries from your team
Demonstrate superior understanding of features and benefits of Schwab's digital tools and products in order to encourage adoption and provide scale to the business
Partner with your manager peers to ensure consistency and alignment on departmental objectives