Charles Schwab Managing Director - Client Support & Servicing in Lone Tree, Colorado
Lone Tree - CO, BRCOQ4, 9899 Schwab Way, 80124-5377
We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck at http://www.aboutschwab.com/about/leadership/charles_schwab over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.
Charles Schwab Relationship Solutions Group defines the experience and oversees the management of Schwab’s client relationship channels and internal platforms used by Schwab service representatives and financial consultants. The group is responsible for providing tools and experiences that enable clients to achieve their financial objectives, while supporting the strategic growth of the firm through rep assisted channels. The group supports all of Schwab’s business enterprises and works with a wide range of internal stakeholders including technology, sales and service, strategy and marketing.
The Desktop Solutions organization is responsible for the Sales, Service, Advice and Supervision platforms that support the client facing teams that serve Schwab clients. Our mission is to deliver an exceptional representative experience and enable the ability to establish, grow and solidify relationships with our clients.
We are seeking a Managing Director, Client Support & Servicing in Desktop Solutions to lead and execute on the strategy for the future state of capabilities to support representatives servicing our clients. The Director will actively partner with business, technology and enterprise platform partners in the development of the multi-year delivery plan while also ensuring well-defined representative experiences.
What you’ll do:
Lead a team of product owners providing thought leadership and execution of new service capabilities and reporting to enhance to client servicing experience as delivered through rep assisted channels
Develop overall product roadmap for client support andservicing products and platforms working in partnership with the Client Service & Support (CS&S), Branch Network, technology services and supervision and compliance as required
Ownership for delivery of client servicing solutions and administering the product backlog
Product ownership of service capabilities required to support both clients and representatives providing client servicing: e.g., client profile, case management, account maintenance
Design of future state capabilities to support client service resulting in modular services and experiences to be consumed in target state platforms (Salesforce) and design of interim state solutions while future state desktop is being built out
Usability design with a focus on overall rep experience and integration into core processes
Sunset of current capabilities included in the legacy platforms MARS and Client Central
Development of supporting metrics and reporting to track efficiency and capability usage and adoption
What you have:
7 - 10 years product management experience in a financial services environment with a solid understanding of technology applications, client and representative experience, and project management.
Background in service, call center and operations, processes and technologies with specific experience in implementing service capabilities for client facing representatives
Experience with Salesforce and related call center platforms and applications
Outstanding verbal and written communication skills with demonstrated ability to communicate effectively with all levels of the organization
Ability to drive change and support new ways of doing things across organization boundaries
Strong negotiation and business influence skills
Ability to distill strategy, analytics and varied sets of input to drive decisions across stakeholder communities
Experience managing cross functional, matrixed teams
Builds credibility with peers and key stakeholders (at all levels of the organization) to be able to drive action. Ability to develop multiple solutions to the same problem and identify the common failure modes associated with each
Comfort in a dynamic and fast-moving work environment, with a positive attitude and solid work ethic. Self-starter with outstanding organizational skills. Curiosity to continually reevaluate existing user interactions.
Ability to track and manage multiple projects. Good understanding and/or experience with financial services regulations is a plus
A strong track record of performance.
BA/BS degree (MBA preferred).
Knowledge of Schwab products, services and support systems is a plus
Knowledge of Agile methods and processes is a plus.
What you’ll get:
Comprehensive Compensation and Benefits package
Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
Not just a job, but a career, with an opportunity to do the best work of your life
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Product Development-6+ yrs
Position Located In: CO - Lone Tree
Job Type: Full Time
Activation Date: Wednesday, September 13, 2017
Expiration Date: Sunday, October 1, 2017