Director, BAT Strategy & Optimization (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. 

The Director, Strategy & Optimization provides strategic direction and hands‑on leadership to advance the Business Accommodation Team (BAT) operating model. This role is accountable for shaping BAT’s future state—driving efficiency, scalability, and resilience while safeguarding exceptional client outcomes.

The Director leads optimization and transformation efforts that enable BAT to support increasing business volume and complexity, balancing risk discipline, client experience, and long‑term sustainability.

Key Accountabilities

Strategy, Optimization & Transformation

• Develop and execute a forward‑looking optimization and transformation strategy for BAT, enabling scalable operations while delivering consistent, high‑quality client and partner experiences.
• Provide executive‑level insights and influence strategic decisions related to growth, capacity, and operating model evolution.
• Craft and execute design requirements for operating models that drive scalability, resilience, and consistency.
• Support the development growth of the BAT’s operating model to meet future business needs—shifting from manual, case‑by‑case support to standardized, scalable, and technology‑enabled solutions.

Exception & Decision Enablement

• Focus on the evolution of the exception framework into a strategic capability that balances risk, profitability, and client outcomes.
• Simplify decisioning, reduce friction, and enable faster, more consistent execution across SPWS.

Process, Technology & Efficiency

• Champion initiatives to redesign processes and improve efficiency, reducing manual work and mitigating operational risk.
• Ensure efficiency gains are achieved without compromising client trust, judgment quality, or service experience.
• Supervise the delivery of technology‑driven solutions in partnership with Technology and Product Platform teams.
• Modernize BAT capabilities through automation, decision enablement, and data transparency.

Risk, Controls & Governance

• Maintain a strong control framework through integrated risk management, governance, and escalation protocols.
• Embed effective controls into updated processes and partner with Risk and Audit to ensure regulatory compliance and audit readiness.

Change Management & Adoption

• Lead change management activities to support adoption of new processes and tools, including readiness planning, training, and stakeholder engagement.
• Ensure solutions are embedded, sustained, and fully adopted—not treated as one‑time initiatives.

Performance Management & Insights

• Track and analyze performance metrics, risk indicators, and progress against optimization and transformation initiatives.
• Use data, client feedback, and operational insights to inform prioritization, sequencing, and investment decisions.
• Oversee project delivery while safeguarding exceptional experiences for clients and internal stakeholders.

Enterprise & Partner Leadership Expectations

• Support BAT and SPWS priorities and objectives.
• Build trust as a collaborative partner across functions and levels, driving accountability to timelines and deliverables.
• Maintain flexibility and awareness of partner priorities while providing a strategic perspective to enable growth.
• Distill complex information into clear, actionable insights tailored to the audience.
• Lead effectively through changing environmental, economic, and client‑need scenarios.
• Demonstrate a strong culture of compliance and adherence to Schwab’s risk, supervision, and control standards.

Decision‑Making Authority & Scope

The Director exercises independent judgment within established parameters and is accountable for proactive execution decisions. This role influences the prioritization, sequencing, and design of multi‑year initiatives shaping BAT’s future‑state operating model, and escalates material risks, funding needs, and strategic trade‑offs as required.

Leadership & Collaboration

• Build and lead a resilient, effective organization through influence and collaboration.
• Provide direction to managers, subject matter experts, and impacted teams.
• Establish clear roles, decision rights, and accountability models that enable teams to operate efficiently at scale.
• Drive automation and standardization while preserving sound judgment and client‑centric outcomes.

Critical Success Factors

• Ability to learn quickly and thrive in a complex, dynamic environment.
• Strong partnership and influencing skills, with a future‑oriented mindset focused on scale and sustainability.
• Proactive ownership, adaptability, and operational discipline.

What you have

• Bachelor’s degree or equivalent work‑related experience.
• Minimum 15+ years of experience in the financial services industry (required).
• 5+ years of HNW client experience.
• Deep client‑centric orientation aligned to Schwab’s purpose of serving investors and branch network personnel.
• Strong knowledge of Schwab products and services.
• Demonstrated success working cross‑functionally and building trusted partnerships.
• Superior written and verbal communication skills, including synthesizing data, developing business cases, and delivering compelling narratives.
• Strong organizational, project management, and problem‑solving skills.
• Ability to gain the respect and confidence of senior leadership, partners, and peers.