Sr Manager, Service Channel Project & Program Management (Remote)

Sr Manager, Service Channel Project & Program Management (Remote)

Vacancy expired!

Your Opportunity

This role has remote capabilities and applicant should reside near one of our major service locations including Westlake, TX - San Francisco, CA, Phoenix, AZ or Orlando, FL

Schwab Advisor Services , a division of Charles Schwab & Co., Inc . is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms ( 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 7,000 independent investment advisory firms with $1.5 trillion under management.

The mission of the Service and Digital Integration Experience organization is to deliver a modern, well-adopted core custodial platform with robust digital capabilities and a world-class client service experience that fuels firm growth and retention while creating business efficiency and scale. The organization consists of several teams designed to ensure that the integration of the digital and service experience is seamless and continues to evolve to meet the needs of our clients.

What you are good at

The Sr. Manager, Service Channel & Desktop Platform Management will act as the strategic owner of desktop platforms and service channel program management. This role will work with client-facing teams and leaders from across the organization to identify opportunities to improve service scale, efficiency, and quality delivery across the service channels (phone, email, chat) and the core service professional platforms and systems. This role will work in collaboration with product owners to design technological solutions and enact meaningful change that improves the employee and the client experience. This individual will be responsible for the on-going support of recently completed initiatives, managing enhancement projects, and leading change efforts in line with the service strategy and modernization efforts for the Advisor Custody Trading and Service Organization. Through these enhancements we enable our business partners to better service clients. Evolving our business to build efficiency and scalability is critical to the long-term success of the Advisor Services organization and as such this position will be a key contributor to this strategic priority.

Success in this role means representing the needs of the business and client-facing service employees while working with internal stakeholders, technology partners, and business leaders to execute on strategic initiatives within a designated platform that deliver scale, efficiency, and an overall enriched advisor experience.

What you have

• Dedication to team and obsession with client experience
• 5+ years of professional experience in project management including strategy, analysis, prioritizing, design, and implementation ideally within a large client-facing service organization
• Analytical thinker who can incorporate data with real world application to drive decisioning
• Successful leadership of project teams both large and small comprised of partners from various roles across the organization
• Comprehensive understanding of change management practices for large organizations
• Ability to solve problems quickly and effectively
• Strong sense of urgency with the ability to foresee and overcome obstacles to meet deadlines and achieve meaningful results
• Exceptional relationship builder who regularly collaborates with multiple teams simultaneously
• A passion for creative problem solving and an ability to influence peers and leaders to embrace change
• Strong written and verbal communication skills, including the ability to research, synthesize data, develop recommendations, and influence partners
• Working knowledge of Lean and 5S, Lean Six Sigma Green Belt preferred
• Advanced Excel skills such as VLOOKUP, Pivot Tables and Macros. Comfortable merging and analyzing information from separate sources
• Experience in financial services
• BA/BS degree
• Experience with Salesforce/PEGA/myQ/CCaaS/NIICE preferred
• Series 7, 63 preferred

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 .

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 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 or call.

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.