Manager, CS&S Participant Services - RPS

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.

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).

Personal Choice Investment Services (PCIS), a division of Charles Schwab Workplace Services, is a leading provider of retirement and health savings brokerage solutions. Operating through a B2B2C (business-to-business-to-consumer) model, PCIS partners with retirement plan providers, health savings account administrators, financial advisors, trust companies, third-party administrators (TPAs), and independent recordkeepers to deliver Schwab's brokerage solutions to employers and their employees.

PCIS continues to experience significant growth by helping industry partners deliver investment solutions that complement their existing businesses and address the evolving needs of participants. The organization serves as a critical link between Schwab and its provider partners, focusing on client service excellence, operational efficiency, product innovation, and long-term relationship management.

The Service Manager, PCIS Provider Services is an individual contributor responsible for driving operational excellence, leading strategic initiatives, and serving as a key business partner within Personal Choice Investment Services (PCIS). This role operates without direct reports and provides leadership through expertise, influence, project ownership, and execution.

The position serves as a force multiplier for the organization by identifying opportunities, solving complex business challenges, coordinating cross-functional efforts, and driving improvements that enhance client experience, associate effectiveness, operational efficiency, and business scalability. The successful candidate will be a trusted advisor to department leadership and a recognized subject matter expert across multiple areas of the business.

Responsibilities for Service Manager – Provider Services include, but are not limited to:

• Provide operational leadership for day-to-day client service activities, ensuring effective execution of business priorities, service excellence, and consistent partner outcomes.
• Partner with leadership to execute strategic priorities that strengthen business performance and organizational effectiveness.
• Identify opportunities to improve operational effectiveness, service delivery, and partner experience.
• Support leadership in evaluating emerging risks, priorities, and business opportunities.
• Drive continuous improvement efforts across service, operations, and partner support functions.
• Analyze workflows and recommend solutions that reduce inefficiencies and improve associate productivity.
• Monitor operational trends and recommend proactive solutions.
• Serve as a subject matter expert within PCIS.
• Provide guidance, mentorship, and knowledge-sharing support to associates.
• Support organizational readiness for new products, procedural changes, and business transformations.
• Partner with leadership to address complex service challenges and escalations.
• Balance client, operational, risk, and regulatory considerations while driving solutions.
• Promote successful adoption of new processes, systems, and business practices.
• Facilitate productive discussions with clients, partners, and internal stakeholders to drive alignment, resolve issues, and advance business objectives.
• Provide mentorship and subject matter expertise to associates, supporting professional development, operational readiness, and a culture of continuous improvement.

What you have

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

Required Qualifications:

• 10+ years of experience in financial service industry working with brokerage, employer sponsored retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• 10+ years of client-facing experience, working with employer sponsored retirement plans.
• Bachelor's degree or equivalent experience.

Preferred Qualifications: 

• Demonstrated expertise in PCIS products, services, and operational practices specific to the Broker Dealer Custody and ESBA line of business.
• Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
• Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills.
• Ability to plan/ lead client and internal partner meetings in a professional, consultative, and effective manner.
• Strong judgment and ability to balance competing priorities.
• Sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work.
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics

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

#workplacejobs