Senior Manager, Business Operations and Organizational Strategy

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.

Overview:

The Fraud Risk Business Operations and Organizational Strategy Team is a team within Financial Crimes Risk Management (FCRM). The team is positioned to support the operation, strategy, and direction of the Fraud Risk Management (FRM) organization. FRM is responsible for conducting fraud investigations and pursuing recovery efforts of unauthorized debits to client accounts. Types of case investigations conducted include, but are not limited to, unauthorized Visa debit card transactions, ACH, wire, Zelle, and check for both the Bank and Broker Dealer products.

Responsibilities:

As the business continues to grow, the Senior Manager, Business Process will drive targeted process, system, and AI-enabled enhancements to ensure Fraud Risk Management (FRM) continues to meet evolving business and regulatory requirements across proactive fraud investigations and fraud claim management. Operating as an individual contributor, this role requires strong ownership and initiative, with the ability to work independently, influence cross-functional partners, translate business needs into requirements, and consistently apply sound, risk-based judgment. The Senior Manager will lead complex, concurrent initiatives, leveraging automation and data-driven insights to improve efficiency, scalability, and control effectiveness, while delivering high-quality, audit-ready outcomes with precision and minimal oversight.

Key Responsibilities include but are not limited to:

·         Support the build-out and integration of new products, channels, and workflows (e.g., ACH and emerging capabilities within TRIPS).

·         Drive enhancements within case management systems (e.g., workflow routing, decision making support) to improve cycle times and                            investigator experience.

·         Design, standardize, and continuously improve end-to-end fraud investigation and claims management processes to enhance efficiency, quality,            and regulatory alignment.

·         Identify process gaps, redundancies, and control weaknesses; implement scalable, sustainable solutions.

·         Partner across FCRM, Operations, Technology, and front-line teams to align priorities, requirements, and execution plans.

·         Translate business needs into actionable requirements and drive initiatives from concept through implementation.

·         Evaluate tool performance and workflow effectiveness to ensure systems are functioning as designed and supporting consistent, compliant case            handling.

·         Develop and maintain clear, audit-ready documentation for processes, procedures, and system changes

·         Manage various ad-hoc projects that assist FRM & FCRM in continuing to meet demands of the business as well as internal/external regulators              and auditors

·         Identify, define, and partner to implement automation and AI-driven solutions (e.g., workflow automation, data enrichment, classification,                    summarization) to reduce manual effort and improve throughput.

Key Factors for Success in This Role

·         Organizational skills: ability to anticipate, improvise, and adapt to the needs of the department. Consistently manage workloads effectively. Can            orchestrate multiple activities at once to accomplish a goal. Use resources effectively and efficiently. Arrange information and files in a useful                manner. Ensure that all follow-up responsibilities are completed timely and with limited direct supervision.

·         Quality: ability to solve problems with results-oriented style delivering good quality changes that meet or exceed the needs of the department              and regulations. Demonstrated skills in the areas of critical thinking and judgment as they relate to assessing and mitigating updates to                        processes and procedures.

·         Communication skills: Ability to present complex materials, work effectively across functions, maintain composure in stressful situations, and                diffuse tense situations comfortably.

·         Client Focus: dedicated to meeting the expectations and requirements of internal and external clients. Act with the client in mind.

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 Qualifications

• At least 5 years of experience identifying, creating and delivering awareness, education, procedures and training opportunities relating to fraud and financial crimes
• At least 10 years of experience within first and second lines of defense, including depth of experience with clients, technology partners and other key business partners
• 5 years financial services/banking experience with direct customer contact is required
• Ability to influence decision makers and senior leadership across FCRM and first-line stakeholders to execute on vision and strategy
• Ability to identify opportunities for improvement, formulate a plan, and execute on the plan to drive change
• Project management experience, including but not limited to providing senior leadership with transparent reporting on progress, risks, dependencies, funding needs, benefits, and decisions required
• Experience with leading technology discovery and business requirements initiatives
• Experience with fraud intake, incident management, investigation, recovery, client risk mitigation, financial resolution, risk engines, client-facing systems, and reporting capabilities.
• Detailed knowledge of Schwab systems related to both the Broker Dealer and the Schwab Bank sides of the business: Client Central, Legacy, riskCanvas, TRIPs, and various other systems that are used to review, investigate and research account activity
• Working knowledge of Regulation E and Fraud Investigations and claims is preferred
• Ability to think and act critically when making changes to workflows, processes, and procedures.
• Demonstrated personal initiative to work through new and unfamiliar issues while demonstrating good judgment and decision making with respect to risk issues.
• Demonstrated work history of working well with others in a team environment.
• Effective skills in the management of personal workloads with an emphasis on producing quality work with minimal errors in a demanding environment.
• Strong verbal and written communication skills. Ability to clearly present complex materials to a broad audience with differing backgrounds.
• Required experience within financial industry.

Preferred Qualifications

• Familiarity with financial industry operations preferred.
• Series 7 and financial crimes certification preferred

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