Sr Manager, Retail Field Enablement

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(s).

The Retail Field Enablement team is responsible for designing and orchestrating the change implementation strategy for cross-channel initiatives impacting Investor Services field audiences which includes the Branch Network (BN), Client Service & Support (CS&S), Schwab Wealth Advisory (SWA) and other Retail client-facing specialty groups. Reporting to the Director in Retail Field Enablement, the Sr. Manager represents our client-facing professionals and advocates for a great rep and client experience. This individual contributor assumes end-to-end ownership for the development of change strategies. This includes, but is not limited to, writing and editing field communications (ex. Email, Teams, Intranet content), creating playbooks, field resource guides, and presentations, and managing detailed project plans, and establishing and managing project governance structure to ensure thoughtful, insightful, and high impact delivery of initiatives impacting Schwab’s client-facing professionals. The role requires working cross-functionally with all levels within the Investor Services enterprise and other Schwab organizations to ensure strategic and tactical input is provided in all phases of the change management design and delivery process to successfully introduce new, evolved, and/or enhanced experiences to client-facing professionals.

What you’re good at

• Creating and executing thoughtful change management strategies with a focus on synergistic outcomes
• Developing, writing and editing content with a clear point of view and tailored for individual audiences
• Collaborating with various individuals across the organization, driving consensus on decisions, and developing a compelling hypothesis
• Adapting and re-calibrating plans as situations evolve while achieving high performance in ambiguous environments and creating order out of the unknown
• Working with multiple cross-functional teams including the business, Operations, Legal, Compliance, Retail Supervision and Risk Management, Tech, Digital, etc.
• Motivating people without direct channels of authority; being a coach, influencer and bridge-builder
• Identifying opportunities for continuous improvement to drive efficiency and impact

Day-to-day activities involve

• Gaining deep client insights and advocating for the front-line professionals through relationship building and identifying and defining best practices, tools, and resources to support effective change management to ensure end users clearly understand the change and how it impacts their role and how they work with clients
• Driving cross-functional work streams to maximize outcomes and minimize risk; managing work plans leveraging Excel and PowerPoint, facilitating meetings, ensuring actions are completed in a timely manner
• Writing and developing content, including field guides and communications, to educate, empower, and inform key constituents
• Using a strategic change management framework (Prosci) and techniques to guide people through uncertainty, managing multiple and potentially conflicting priorities, and identifying and managing complex dependencies
• Proactively identifying business opportunities and providing solutions to enhance process efficiency within client-facing organizations

What you have

Required qualifications:

• Advanced competency of Microsoft Word, PowerPoint, Excel and Adobe Creative Suite
• Knowledge of the financial services industry
• Working knowledge of change management principles
• Experience with writing, editing, and presenting for all audience levels
• Critical thinking - Ability to analyze, evaluate, and interpret information objectively to form a reasonable judgement around strategic direction
• Problem-solving - identify challenges, analyze possible solutions, and implement the most effective course of action to achieve desired outcomes Sound judgment – Strong problem-solving skills and the ability to manage trade-offs and make decisions with less than perfect information
• Excellent communication – Exceptional written and verbal communication skills, including ability to develop accurate, visually-compelling PowerPoint presentations, author knowledge articles, emails, Teams messages, and other written information for internal audiences
• Self-starter – Proactive entrepreneurial spirit, high degree of curiosity with a can-do attitude, and the ability to learn quickly and thrive in a complex, dynamic environment
• Change management – Strong planning and organizational skills, ability to work in both a strategic and executional capacity, and comfort with ambiguity and adapting to change
• Results driven – Autonomously, execute successfully on multiple initiatives within deadlines, despite challenges, and with a high sense of urgency and strong attention to detail 
• Professionalism – Ability to effectively collaborate with others, prioritize effectively in a fast-paced environment, display a positive attitude, enthusiasm, and strong work ethic with a high level of integrity

Preferred qualifications:

• Prosci certification 
• Bachelor’s degree 

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