Senior Team Manager, Stock Plan Services Client Service

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.

Stock Plan Services (SPS) is a growing business within Workplace Services which works with corporations and their employees supporting equity compensation plans. We believe ownership matters and strive to provide our clients with world class service and support within their workplace. The SPS Client Service team is responsible for day-to-day service delivery and relationship management of our corporate relationships.

What you’ll do:

• Lead a team of between 10 and 15 client service team members to support daily processing needs and research items for our client base.
• Work with your team to support between 25-40 corporate clients, working to promote high client satisfaction, timely responses on service items and requests.
• Prepare and deliver onsite Strategic Service Consultations for selected corporate clients.
• Participate and lead projects across Stock Plan Services, including initiatives around technology, employee engagement and client satisfaction.
• Manage and distribute work evenly across team members through plan assignments and effective client event planning.
• Develop team members through coaching and mentoring to help them achieve their career goals.  Drive continued employee engagement.
• Provide guidance and support to your team members to ensure they can deliver on commitments to our clients, support client relationships directly as needed.
• Participate in providing requirements and testing enhancements for SPS systems and processes.  Provide guidance to technology teams and advocate for client needs and requests.
• You and your team will:
  
  • Process daily stock plan events, ensuring company participants receive the awards they’ve been given in a timely manner.
  • Ensure your clients are leveraging SPS’s system to their fullest extent, adopting new services and capabilities to help support their plans
  • Maintain and encourage positive interactions with our clients, driving satisfaction and increasing Client Promoter Scores (CPS).
  • Manage escalated client issues in a timely manner, researching and providing feedback to our clients around potential solutions.  This includes managing ongoing plans for remediation of client items.
  • Provide support for the SPS Sales team as needed (RFP and RFI response review, onsite presentations, web casts and system demonstrations)

What you have

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

Required Qualifications:

• 8 + years of customer service experience in dealing with corporate clients, benefits, finance and accounting and/or brokerage environment
• Proven working knowledge of equity compensation plans, employee stock purchase plans, and ASC718 and/or corporate accounting administration.
• Certified Equity Professional (CEP) designation (can be acquired after hire).
• Proven ability to make timely decisions and react quickly in order to minimize risk or exposure to the firm. 
• Excellent time management skills.
• Strong organizational skills with ability to work on multiple assignments simultaneously and complete them within established deadlines.
• Demonstrated passion for providing client-centric solutions
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Excellent communication, problem solving, and presentation skills to influence and build consensus among your team members, clients, and leadership
• Ability to articulate Schwab's Visions and Values to team members.
• Ability to travel up to 20%.

Preferred Qualifications: 

• 5+ years of team supervisory/management experience
• Highly proficient with Microsoft Excel and PowerPoint.