Charles Schwab Senior Managing Director, Enterprise Process Excellence in Phoenix, Arizona


Phoenix - AZ, PHXPEAK, 2423 E Lincoln Dr, 85016-1215

James D Hapgood


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 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.

Our Opportunity:

The Senior Managing Director – Enterprise Process Excellence role is responsible for leading the Enterprise Process Excellence (EPE) team within Operational Services. This role is critical to driving scale advantage and efficiency in Operations and across the firm. This role manages a team of senior process redesign experts and change agents who partners with business leaders across the enterprise to increase operating efficiency through opportunity assessment, target state definition, implementation and change management.

The EPE team enables others to do their best work, driving transformative change and improved business outcomes. This team drives the rigorous process analysis and redesign that is vital to identify and vet opportunities to enhance business processes, reduce client pain points, and increase process automation. All of these are critical enablers of the Operations growth and Business Process Transformation strategy. We are change agents, coaches, trainers and process engineers. We perform change management, process design and journey mapping through the application of design thinking using Lean and Agile frameworks to create business value.

This role will also act as a strategic partner for the leaders in Operations, supporting them in vetting new opportunities, prioritizing initiatives and developing roadmaps. This role provides thought leadership and direction across the firm in process optimization, journey mapping, lean thinking, performance measurement, benchmarking/best practices, process ownership, and change management.

What you’ll do:

Team Leadership

  • Lead a team of process redesign experts and change agents, enabling them to execute on a portfolio of strategic process redesign and transformation initiatives

  • Provide oversight and mentorship to team members

  • Build a toolkit of change management and process improvement enablers and techniques, including identifying which tools are most effective in different situations

  • Ensure that “future state” designs are realized and goals are met, by partnering with technology and data organizations to drive tighter integration across teams

Change Leadership

  • Be a driving force for transformative change in all redesign efforts, pushing the team and partners to envision the ideal future, and driving the changes required to get there

  • Provide thought leadership and direction across the firm in key disciplines of process transformation including process optimization, journey mapping, lean thinking, performance measurement, benchmarking/best practices, process ownership, etc.

  • Foster a culture of fact-based decision-making, transparency, agility and value creation

Portfolio Management

  • Engage with stakeholders to facilitate effective prioritization of re-design and automation opportunities, manage the pipeline of work and forecast the team’s capacity

  • Synthesize progress against KPIs and create meaningful communications for Operations leadership that drive engagement and momentum

  • Develop strategic vision around the potential value of this team of experts, and the ability to turn your vision into a plan

Business Partnership

  • Proactively work with leaders from Operations and around the organization to promote EPE and highlight opportunities for process or technology improvements

  • Partner with the business in creating fact-based business cases that support process re-engineering efforts through a defined and measurable value-driven roadmap

  • Creating value for our business partners though coaching, training and enablement

  • Work with technology (e.g. Pega Systems, Kofax) vendors and other consultants

What you have:

  • 14+ years’ work experience in large transformation initiatives focused on change management, process design and automation is required, preferably with a consulting firm or within the financial services industry

  • Strong proven team leadership to drive multi-discipline, multi-level teams to deliver exceptional results, including the proven ability to manage a team of senior technical resources at the Director and Managing Director level

  • Strong influencing, coaching and mentoring skills; demonstrated success in building credibility and strong relationships with peers and key stakeholders (typically at a VP and SVP level)

  • Ability to partner with internal technology partners at the MD to VP level to ensure recommendations are technically feasible

  • Demonstrated experience in enabling change and leading major components of an organizational transformation initiative, including strategy, structure, methods, resources/skills, etc.

  • Expertise in and proven application success with Agile, Lean, journey mapping, design thinking and other process optimization/innovation frameworks

  • Proven ability to manage complex planning processes across a number of inflight initiatives, and to manage a portfolio of projects/work streams

  • Superior communication skills, both written and verbal, including the ability to develop concise and effective communications tailored to specific audiences

  • Advanced problem solving, analytical and technical skills

  • Exemplary business intuition and judgment to help the team translate analytical inputs and metrics, platform architecture and business needs into value-creating initiatives

  • Experience with customer engagement and digital process automation technology (e.g. Pega Systems) strongly preferred

  • Prior experience in financial services, with back-office operations preferred

  • Customer engagement and digital process automation

You demonstrate these behaviors:

Strategic Thinking: Analyzing an organization’s competitive position and developing a clear and compelling vision of what the organization needs for success in the future

Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation

Influencing Others: The ability to gain others’ support for ideas, proposals, projects, and solutions

Managing Change: Demonstrating support for innovation and for organizational changes needed to improve the organization’s effectiveness; supporting, initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change

Business Acumen: Ability to perform with insight, acuteness and intelligence in the areas of commerce and/or industry. Make decisions and act in situations in which there is not enough information to be certain of outcome or implications of the decision

Technical Expertise: Depth of knowledge and skill in a technical area

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" .

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. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.

Job Specifications

Relocation Offered?: No

Work Schedule: Days

Languages: English - spoken

Current Licenses / Certifications: None

Relevant Work Experience: Financial Services-6+ yrs

Position Located In: AZ - Phoenix, CO - Lone Tree

Education: BA/BS

Job Type: Full Time

Category:Brokerage Operations & Trading

Activation Date: Tuesday, July 10, 2018

Expiration Date: Wednesday, July 18, 2018

Apply Here