Service Team Manager, Stock Plan Services Client Service

Your Opportunity

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 will do:

• Lead a team of between 4 and 8 client service administrators to support daily processing needs and research items for our client base.
• Work with your team to support processing for between 20-30 corporate clients, working to promote high client satisfaction, timely responses on service items and requests.
• Handle immediate processing escalations for team members, stepping in to ensure timely resolution and positive outcomes
• 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 daily and weekly task assignments.
• Manage new employee onboarding, ensuring that new team members are developing their skills and growing in accordance with expectations.
• Develop team members through coaching and mentoring to help them achieve their career goals. Drive and increase employee engagement.
• Participate in providing requirements and testing enhancements for SPS systems and processes. Provide guidance to technology teams and advocate for client needs and requests.
• Perform regular and routine audit tasks to ensure work completed by your team is done accurately and on time.
• You and your team will:
  
  • Process daily stock plan events, ensuring company participants receive the awards they’ve been given in a timely manner.
  • Maintain and ensure positive outcomes for client processing events, 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.
  • Support the Senior Team Manager in providing escalation support directly to our clients in order to resolve issues, describe processing requirements, and potentially provide assistance in processing tasks.

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

• 3+ 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/or corporate accounting administration.  
• 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
• Highly proficient with Microsoft Excel and PowerPoint.
• 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.

Preferred Qualifications

• Certified Equity Professional (CEP) designation or to be acquired after hire.
• 3+ years of team supervisory/management experience.

What you are good at

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

• 3+ 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/or corporate accounting administration.  
• 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
• Highly proficient with Microsoft Excel and PowerPoint.
• 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.

Preferred Qualifications

• Certified Equity Professional (CEP) designation or to be acquired after hire.
• 3+ years of team supervisory/management experience.