Director, BAT CRNO Pricing Service and Operations

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

The BAT CRNO Service and Operations Director is accountable for leading a high‑performing, client‑centric service organization that enables the IS business to retain and win new business through disciplined pricing and negotiation expertise. This role sets the strategic direction for BAT service delivery—balancing client outcomes, risk discipline, and operational efficiency—while building scale through optimized operating models, automation, and workforce effectiveness.

The Director leads and refines operating models to strengthen controls, enhance efficiency, and deliver world‑class service to the field. They ensure rigorous business risk management and governance standards are consistently maintained, while serving as a trusted partner to senior leaders across the enterprise.

Key Accountabilities

• Engage regularly with leadership, up to and including the executive level, regarding pricing decisions, escalation of complex cases, and expert guidance on unique and high‑impact scenarios

• This senior leader in BAT will focus on leading a client‑centric service organization, establishing clear service standards that drive consistency, responsiveness, and positive client and field experiences across all pricing and negotiation interactions

• Provide deep expertise in the FLEX Commission System

• Demonstrate strong financial acumen and understanding of the Relationship Pricing Model (RPM), SABRE, and profitability modeling

• Apply advanced negotiation, critical thinking, and decision‑making skills, consistently exercising sound judgment in complex and high‑risk situations

• Collaborate with product owners to establish pricing‑exception guidelines and develop scalable supporting structures for specific products

• Serve as the escalation point for requests exceeding field and team empowerment levels

• Establish and evolve scalable service models that balance empowerment with control, enabling efficient handling of volume while maintaining high‑quality outcomes for complex cases

• Build, leverage, and strengthen relationships across diverse teams and functions, delivering exceptional service while effectively managing volumes, reporting, and team audits

• Drive continuous improvement through process optimization, automation, and standardization to reduce manual effort, improve turnaround times, and increase overall service productivity

• Maintain strong knowledge of financial modeling, profitability analysis, negotiation strategies, pricing systems, and competitive market dynamics

• Demonstrate strong understanding of the competitive landscape

• Support Business Accommodations Team and SPWS priorities by aligning BAT capacity, focus, and service delivery to the highest‑impact client retention and growth opportunities

• Maintain flexibility and awareness of partner needs while providing perspective and challenge to drive growth

• Gain trust as a partner who works effectively across functions and levels to drive accountability to timelines and deliverables

• Distill and summarize sophisticated information into clear, actionable insights with the appropriate level of detail

• Tailor communication and approach for senior leaders, field partners, and Branch teams, ensuring relevance and clarity of the “so what”

• Lead effectively through changing environmental, economic, and client scenarios, demonstrating adaptability and positive change leadership

• Adjust communication style to connect with others while adhering to risk, supervision, and control guidelines

• Exhibit a strong culture of compliance and adherence to Schwab’s high standards

Decision Making & Scope

The Director leverages independent judgment within established parameters and holds accountability for proactive execution decisions. This role influences prioritization, sequencing, and design of initiatives and escalates significant risks, funding requirements, or strategic trade‑offs as necessary. The Director is also accountable for service‑level tradeoffs, including demand prioritization, capacity allocation, and escalation thresholds, ensuring resources are deployed where they deliver the greatest client and business impact.

Leadership & Collaboration

The Director leads through influence and collaboration across the business, providing direction to managers, subject matter experts, and teams impacted by optimization efforts. They shape a resilient and scalable service organization by setting clear service priorities, workforce utilization expectations, and operating discipline. The role ensures alignment with business objectives and promotes adoption of new tools and operating models, with a strong emphasis on reducing manual work through automation and standardization.

Risk & Control Responsibility

Responsible for embedding effective controls within updated processes and partnering with Risk and Audit to ensure regulatory compliance, manage issues, and maintain audit readiness.

What you have

• Bachelor’s degree or equivalent work‑related experience

• Minimum of 15+ years of experience in the financial services industry, including 5+ years supporting high‑net‑worth clients

• Strong client‑centric mindset that keeps client outcomes at the forefront of decisions and actions

• Detail‑oriented with superior organizational and project management skills; ability to manage multiple priorities independently

• Strong knowledge of Schwab products and services across the enterprise

• Demonstrated experience building relationships and working effectively with cross‑functional teams

• Superior written and verbal communication skills, with the ability to synthesize data, develop cohesive business cases, influence partners, and deliver compelling narratives

• Strong problem‑solving skills and ability to gain the respect and support of senior leadership, partners, and peers

• Demonstrated ability to lead and scale a complex service organization while maintaining strong client satisfaction and risk discipline

• Experience translating client and field feedback into operational improvements that enhance service quality, efficiency, and consistency