Sr Manager, Business Accommodations Team

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 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(s).

As part of the Client Experience and Risk organization, the SPWS Accommodations Team is responsible for risk management, complex problem solving and process improvement for Schwab’s retail business.

Our mandate is to deliver an intuitive, innovative and differentiated wealth management experience that drives growth and builds meaningful relationships with clients. We advocate on behalf of our clients and financial professionals, and we work with the field and other partners to ensure key processes / interactions are designed and executed smoothly.

We work closely with complex, high risk relationships and ultra-high net worth clients. We advocate on behalf of our clients and the branch network to ensure their complex needs are identified and addressed.

Affluent clients may have unique needs that are not satisfactorily met by Schwab’s standard “in-the-box” offers and processes.  This role will be focused on effectively addressing complex requests from affluent clients.  This role will manage an accommodations process that will properly analyze, vet, and ultimately reach timely decisions on these requests.

The person in this position will have the opportunity to work on requests and/or projects with cross-functional partners including but not limited to branch network, service centers, operations, legal, AML and compliance. This person is required to be flexible and adaptive to support the flex force business strategy.

The position is an individual contributor role that reports to the SPWS Business Accommodations Team Manager. 

What you’ll do:

• Support client retention opportunities and prospect opportunities for affluent clients by navigating complex client escalations/accommodations and collaborate with internal partners to help prioritize these requests
• Identify, research and look for solutions to resolve the needs of affluent clients
• Collaborate with partners at all levels throughout the organization (including but not limited to the Branch Network, Supervision & Controls, Legal, Compliance, Corporate Risk, Schwab Bank, Asset Management Client Solutions and Operations)
• Analyze client requests of diverse scope and work closely with partners to resolve them
• Facilitate the Investor Services decision-making process by ensuring that we appropriately balance risk and reward
• Identify opportunities to modify existing processes to efficiently manage escalations
• Provide acquisition support on new complex accounts and managing the know your client review conducted during the on-boarding process.
• Document client needs, assess which ones may warrant modifications to existing processes, and lead those changes
• Demonstrate strong ability to collaborate with team members to develop solutions, champion the Schwab Challenger Brand and foster employee engagement
• Develop recommendations and a business case to support them

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required:

• A client-centric focus – keeps clients in forefront of decisions, connects plans and actions to our purpose of serving clients
• Strong business acumen and understanding of Investor Services as well as relevant policies/procedures with ability to analyze associated facts to make balanced decisions in the best interest of clients, shareholders, and the firm
• Ability to influence partners at all levels and demonstrate strong ownership skills. Superior analytical, problem-solving skills and business judgment with the ability to identify the root cause of an issue (not explicitly stated) quickly and accurately, efficiently research a complex problem, and quickly learn and apply new information
• Excellent verbal and written communications skills including the ability to distill complex information, develop recommendations and present to senior management
• Ability to manage a diverse set of priorities in a fast-paced, dynamic environment
• Comfort with ambiguity and an ability to create a clear path forward in such situations
• Attention to detail and the ability to work efficiently to meet tight deadlines with little supervision
• Curiosity, a “can-do” attitude and the ability to learn quickly and thrive in a complex, dynamic environment
• Outstanding “soft” skills - including the ability to work well with a diverse range of partners
• Bachelor’s degree required
• 7+ years' experience in brokerage or financial services industry required
• Strong working knowledge of Schwab internal systems, tools, and resources; including Salesforce, Workfront, Specialized Proposal Tool, Relationship Pricing Model, Client Central, Knowledge Center and Legacy systems
• Familiarity with Business Acceptance Framework, Internal organizational structure, and SPWS model

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.