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.
Schwab Advisor Services, a division of Charles Schwab & Co., Inc. is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms (RIAs). In addition to custody services, Schwab Advisor Services provides practice management and consultative support to help independent advisors start, build and grow their businesses. Advisor Services works with more than 7,000 independent investment advisory firms with ~$1.5 trillion under management.
The mission of the Service and Digital Integration Experience organization is to deliver a modern, well-adopted core custodial platform with robust digital capabilities and a world-class client service experience that fuels firm growth and retention while creating business efficiency and scale. The organization consists of several teams designed to ensure that the integration of the digital and service experience is seamless and continues to evolve to meet the needs of our clients. The Service and Digital Efficiency Planning & Analysis team sits within the Service and Digital Integration Experience organization.
The Service and Digital Efficiency Planning & Analysis team supports Advisor Services by providing Performance Analytics and Demand/Staff Planning to optimize customer experience and business expenses. The Performance Analytics team is responsible for providing analytical insights for the AS service organization and digital initiatives designed to improve efficiency and introduce innovation that improves the client experience and/or drives cost-savings to the organization. This role is critical to driving business accountability to achieve results that align with short and long-term business strategies. We deliver reporting to multiple departments over all relevant time frames and utilize data and analytics to drive strategic and tactical decisions. We collaborate across client service, operations, technology, digital and product teams to put our service professional in the best position to deliver upon a superior client experience, while also balancing the requirements of the employee experience.
What you will do
In this role, you will strive to be a trusted business partner, enabling a world-class advisor and employee experience through our ability to deliver useful information, visionary solutions, and proactive analysis. We are looking for a strong functional lead, one that can provide service and performance analytics across multiple channels and business units, giving project support and analysis, partnering with peers and business leaders to collaborate on innovative visualization solutions to improve the client and employee experiences. This person will need to be flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success of the team. The ability to tailor effective communications from the individual contributor to the leadership level is critical to success. Your proactive nature, sense of urgency, and ability to effectively communicate will allow you to excel in this role and help Advisor Services evolve its service organization to meet the growing and evolving needs of its clients. Other responsibilities include...
Reporting and ad-hoc analysis that delivers meaningful and actionable intelligence to the business Conduct and guide clear, consistent, fact-based end-to-end analysis to inform key business decisions and help shape enterprise strategic directionExcellent communication, influencing and relationship building skills that allows your work product to tell a credible story that drives meaningful change for the business Strategic thinking and process orientation; experience developing a disciplined, and consistent approach to review analysis with business leaders to inform ongoing operational improvement and sound decision-making Drive ongoing process and cost optimization working with peers, key stakeholders and cross-enterprise partners while aligning with business priorities and strategic objectives Develop and publish concise, meaningful tracking tools and dashboards that drive accountability What you haveTo ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.
Required Qualifications:
Quantitative Undergraduate Degree5+ years of experience with analytical and data visualization tools (SQL, Tableau, SAS)Advanced proficiency in Excel, analysis, and visualization application (i.e. Tableau)Excellent interpersonal skills, including expert presentation and communication skills – both written and oralUnderstanding of the digital and technology landscape, preferably within financial services Results and quality-oriented with the ability to effectively gather, interpret and evaluate informationAbility to explain complex concepts to diverse audiencesExperience supporting a large B2B service or sales organization identifying opportunities and influencing change that delivers greater efficiency while also improving the client experience Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business, along with proven ability to participate in a team dynamic that accelerates themselves and business partners through changeAbility to multi-task and prioritize time-sensitive assignments
Preferred Qualifications:
Strong curiosity, and a passion for creative problem solving with the ability to implement solutions quickly and successfullySelf-starter that can thrive in a multifaceted, fast-paced environment with a positive attitude and strong work ethicMBA preferred or similar combination of education and experienceExtensive knowledge of contact center dynamics Options Apply for this jobApplyShareRefer a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Why work for us?Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.
Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Application FAQs
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