Sr. Specialist, HR Operations

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.  

Not only do we put our clients first, but we also extend this same approach to our employees. At Schwab, we respect and care for all, and you can go as far as your ambition takes you – we’re here to empower you to Own Your Tomorrow by providing development support to help you reach your potential and achieve your dreams. Firm growth means growth for you. You’ll engage in meaningful and impactful work while developing your career and building trust and inspiring confidence through exceptional service, one connection at a time.  

As a Sr. Specialist, HR Operations, you will deliver unparalleled value and outstanding service to our clients through high-impact, concierge-level support. This role will bring energy, empathy, and savvy problem-solving skills to every interaction. As a key liaison between MyHRCC and HR partners, the Senior Specialist will foster collaboration, mentor MyHRCC Associates, and champion service excellence.

Key Responsibilities:

• Serve as a key liaison between HR partners and leadership, including Directors/Managing Directors, ensuring timely resolution of complex issues.
• Collaborate cross-functionally with HR Managers and Senior Managers to address and resolve employee concerns.
• Provide expert-level support to the HR Contact Center with minimal supervision, mentoring new team members and leading training initiatives.
• Monitor calls and review cases to uphold quality and productivity standards, delivering constructive feedback and coaching to drive performance.
• Assess employee interactions for accuracy, compliance, and professionalism; identify individual development needs and recommend targeted training.
• Manage escalated inquiries and cases with high complexity, offering thoughtful solutions and guidance to support the HR Contact Center.
• Create and maintain knowledge articles and predefined solutions to enhance employee self-service and HR team efficiency.
• Develop and present quality reports that highlight performance trends and identify opportunities for continuous improvement.
• Engage clients with a consultative approach on topics such as payroll, benefits, policies, and company programs, fostering understanding and trust.
• Navigate high call volumes with professionalism, clearly communicating HR policies and complex topics to employees and business partners.
• Utilize HR systems including Workday, MyHR, and MyTimesheets/MyTime to manage data, track cases, and support decision-making.
• Lead monthly quality and calibration meetings with HRCC leadership to align on performance goals and improvement strategies.
• Model integrity, responsiveness, and accountability in all interactions, building strong relationships with clients and colleagues.

What you have

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

Required Qualifications:

• Minimum of 3-4 years of client services experience
• Intermediate to advanced Microsoft Office skills, including Word and Excel
• HR experience related to practices, policies and procedures

Preferred Qualifications:

• Comfortable navigating multiple systems and applications simultaneously to support efficient and accurate task completion.
• Demonstrated passion for delivering exceptional service, with a strong client focus and a commitment to building positive, respectful relationships in every interaction.
• Adaptable and eager to learn, with the ability to quickly grasp new technologies, tools, and organizational policies.
• Excellent written and verbal communication skills, with the ability to convey information clearly and professionally across diverse audiences.
• Strong analytical, organizational, and problem-solving abilities, with a track record of making thoughtful, data-informed decisions.
• Collaborative team player who also thrives when working independently on projects and initiatives.
• Experience in HR practices, policies, and procedures is preferred, with a willingness to grow and develop in this area.