Manager, PCIS Service (PL)

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).

Schwab is an industry leading provider of retirement and health savings brokerage solutions to employers and their employees through our PCRA (Personal Choice Retirement Account) & HSBA (Health Savings Brokerage Account) solutions, a component of Personal Choice Investment Services (PCIS). The PCIS business model is B2B2C and offered through multiple distribution partnerships that include Third-Party Administrators (TPAs), Health Savings Providers, Independent Record-Keepers (IRKs), Trust Companies, Financial Advisors, and Institutional Retirement Plan providers. PCIS has over 150 partnership relationships, representing over 30,000 employers that offer a Schwab retirement or health savings brokerage solution.

PCIS is growing rapidly by helping third parties access an investment platform designed to complement their business and the mission for PCIS is for every employee, or their financial advisor, to have access to increased retirement and healthcare investment flexibility through PCRA and HSBA. PCIS is hiring a Team Manager to support the PCRA and HSBA Provider Service Team, focusing on all B2B client-facing services and operational responsibilities. The goal is to strengthen existing business relationships by delivering outstanding service, taking initiative, and meeting critical client needs effectively.

This leadership position requires someone who understands their team’s responsibilities and is accountable for the team’s actions. The role includes overseeing service productivity and quality metrics, participating in client and partner meetings. During busy periods, they are expected to help the team complete tasks and meet service goals. A key part of the Team Manager’s job is to supervise, coach, and develop associates as they carry out their duties.

Responsibilities for the Provider Services Team Manager include, but not limited to:

• Overseeing associates while directing daily client services and operational activities.
• Serve as a subject matter expert for the team's core areas of responsibility and demonstrate the ability to articulate and explain the suite of products and services to clients and partners.
• Oversee daily processing across all workflow systems to ensure service levels are met. Assist the team by handling tasks during busy periods.
• Deliver accurate, timely information to support team members, clients, and partners with analysis, research, problem-solving, and complex inquiries.
• Address escalated client concerns and exercise prudent judgement in executing company policies, ensuring compliance with relevant regulations and established procedures.
• Facilitate productive meetings, both virtually and in-person, with clients, partners, and team members, with required travel of approximately 5-10%.
• Provide coaching sessions, conduct performance evaluations, and deliver objective reviews to support the team, while contributing to the comprehensive training and development of team members.
• Suggest process improvements, develop training materials, and update procedures to ensure team compliance.
• Compile and share performance reports. Review team statistics and give targeted feedback to support improvement.
• Drive organizational change by supporting strategic initiatives and collaborating effectively with cross-functional teams to meet project objectives and deadlines.
• Perform duties with confidence, minimal supervision, and sound judgment to enhance client satisfaction while mitigating risk.
• Adhere to all compliance/risk procedures and follow corporate and industry protocols.

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:

• 7 years of experience, preferably in financial service industry working with brokerage, employer sponsored retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• 3 years of leadership and client-facing experience, preferably working with employer sponsored retirement plans.
• Bachelor's degree or equivalent experience.
• Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.

Preferred Qualifications: 

• 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.
• Advanced analytical skills with the ability to prioritize complex tasks
• 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
• Licenses not required

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