Manager, Shared Services

Your Opportunity

DAFgiving360™ is an independent nonprofit organization created to increase charitable giving in the U.S. We offer a donor-advised fund program and related philanthropic tools and guidance that empower donors to incorporate charitable planning into their everyday lives and make a bigger difference in the world. Since our founding in 1999 as an 501(c)(3) public charity, DAFgiving360 donors have recommended over $50 billion in grants to more than 295,000 charities.

DAFgiving360 has entered into a services agreement with Charles Schwab & Co., Inc. for administrative and other services, including human resources. This position will be an employee of Charles Schwab & Co., Inc. and will be subject to its policies and procedures but will report to and be accountable to DAFgiving360 for day-to-day activities.

Our opportunity:

DAFgiving360’s Service & Operations team is responsible for the delivery of all service channels as well as handling all operational processes on behalf of clients, advisors, charities, and partners for DAFgiving360. The Shared Services Team (SST) is comprised of three subset teams: Process Confirmation, Estates and Charity Services. The Process Confirmation team will be responsible for monitoring performance quality, identifying process gaps and ensuring compliance with internal (DAFgiving360) and external (Schwab) standards. The Estates team performs estate work ensuring accurate handling of sensitive donor cases related to succession planning and deferred gifts. The Charity Services team handles complex granting functions and is responsible for the granting experience as it relates to the charities our donors give to.

What you’ll do

Reporting to the SST Sr. Team Manager, the Manager IC will be primarily responsible for supporting the Sr. Team Manager, and the functions of all three SST subset teams; Process Confirmation, Estates and Charity Services. Other responsibilities will include being a SME for Department Led Initiatives, process and procedures. The SST Manager IC will maintain a heighted awareness of fraud and risk issues pertaining to all facets of our department while presenting and implementing proactive solutions. Additionally, they will pursue efficiencies when working with key partners on procedures to improve the donor, advisor, charity and business partner experience. 

What you’re good at

• Ability to function effectively when under pressure while maintaining self-control and focus in the face of uncertain situations or without complete information.
• Taking responsibility for your performance by setting clear goals for yourself and the team, tracking progress against goals and ensuring feedback is promptly provided.
• Self-Management (e.g., scheduling, task management, prioritization, delegation).
• Identifying the information needed to clarify a situation, seeking that information from appropriate sources, and using skillful questioning to draw out the information when others are reluctant to disclose it.
• Executing and delivering communication that is impactful and persuasive.

What you have

• 5+ years of experience in financial services and/or non-profits.
• Leadership experience.
• Customer service experience (e.g., demonstrated skill in diffusing escalated situations).
• Well-developed time management skills with the ability to organize, manage and juggle multiple competing priorities.
• Expert critical thinking skills.
• High level of ownership, emotional intelligence, and critical thinking that enable a "Through the Clients' Eyes" mindset when providing client service and problem resolution.