Business Process Sr. Manager

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.
• Process Q/C caseload to ensure tools used by FRM, with an initial focus on Visa and ACH & Check Investigations, are working as designed and are meeting regulatory guidelines.
• Develop and maintain clear, audit-ready documentation for processes, procedures, and system changes, with an initial focus on Visa and ACH & Check Investigations
• 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.

Qualifications:

• At least three years experience as a Visa Business Process Manager or equivalent work experience is required.
• Detailed knowledge of Schwab systems related to both the Broker Dealer and the Schwab Bank sides of the business with respect to Visa debit card transactions is preferred (System knowledge to include, but not limited to: Visa CATS (Client Administrative Tools & Services), Visa Online, Client Central, Legacy and various other systems that are used to review and research payment transactions
• 3-5 years financial services/banking experience with direct customer contact servicing Visa Check Card issues preferred. Minimum of 2 years of investigative experience in the areas of: Visa Check Card and Bank ACH and Check fraud investigations required.
• Working knowledge of Regulation E and Visa Fraud Investigations and claims is a must.
• 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. Familiarity with financial industry operations preferred.

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