Business Analyst- Service Performance Analytics (Advisor Services)
Your Opportunity
Your opportunity
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 13,000 independent investment advisory firms with more than $3 trillion under management.
The mission of the Staffing, Demand and Employee Performance Analytics (SDEPA) organization is to deliver a modern, well-adopted core custodial platform with 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 service experience is seamless and continues to evolve to meet the needs of our clients. The Staffing, Demand and Employee Performance Analytics team sits within the Advisor Experience and Platform Solutions organization.
The Staffing, Demand and Employee Performance Analytics team supports Advisor Services by providing Performance Analytics and Demand/Staff Planning to optimize customer experience and business expenses. The Workforce Demand Planning team supports long-term capacity planning, short-term resource planning and staffing analytics for the service organizations within Advisor Services. We are responsible for forecasting, capacity, and budget planning, as well as staff planning and workforce strategy. 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’ll 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 direction
- Excellent 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 have
- 5+ years of experience with analytical and data visualization tools (SQL, Tableau, Alteryx)
- Experience working within a large service organization; demonstrated ability to understand, analyze and make recommendations to process, product, and structure that will improve efficiency, productivity and service quality
- 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 change.
- Results and quality-oriented with the ability to effectively gather, interpret and evaluate information.
- Extensive knowledge of contact center dynamics
- In depth understanding of statistics and capacity modeling for multiple client contact channels including phone, chat and back office.
- Advanced proficiency in Excel, analysis, and visualization applications (i.e. Tableau)
- Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
- Ability to explain complex concepts to diverse audiences
- Strong curiosity, process management, analytic and problem-solving skills
- Self-starter who thrives in a fast-paced work environment with a positive attitude and strong work ethic
- Understanding of the digital and technology landscape, preferably within financial services
- Experience working in Advisor Services’ B2B environment preferred
- Quantitative Undergraduate Degree preferred or similar combination of education and experience
You demonstrate these behaviors:
- Leadership and Fostering Innovation - Leading your functional responsibility effectively to provide new and improved methods for optimal forecasts and staff plans to maximize advisor experience and business results.
- Communication and Influencing Others - Ability to present clearly and concisely to executive leadership, while gaining support for ideas, proposals, and solutions from peers and partners.
- Business Planning and Strategy - Support development of a clear and compelling vision that ensure service teams are resourced to be successful and responsive to dynamic and evolving environments.
- Technical Expertise – Expert knowledge and skills in complex capacity planning scenarios and leveraging related data and technology.
- Results Orientated – Maintains personal focus and commitment on the desired end results to meet and exceed goals during challenging environments while encouraging partners and stakeholders.
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
- 401(k) with company match and Employee stock purchase plan
- Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
- Paid parental leave and family building benefits
- Tuition reimbursement
- Health, dental, and vision insurance
What you are good at
What you have
- 5+ years of experience with analytical and data visualization tools (SQL, Tableau, Alteryx)
- Experience working within a large service organization; demonstrated ability to understand, analyze and make recommendations to process, product, and structure that will improve efficiency, productivity and service quality
- 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 change.
- Results and quality-oriented with the ability to effectively gather, interpret and evaluate information.
- Extensive knowledge of contact center dynamics
- In depth understanding of statistics and capacity modeling for multiple client contact channels including phone, chat and back office.
- Advanced proficiency in Excel, analysis, and visualization applications (i.e. Tableau)
- Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
- Ability to explain complex concepts to diverse audiences
- Strong curiosity, process management, analytic and problem-solving skills
- Self-starter who thrives in a fast-paced work environment with a positive attitude and strong work ethic
- Understanding of the digital and technology landscape, preferably within financial services
- Experience working in Advisor Services’ B2B environment preferred
- Quantitative Undergraduate Degree preferred or similar combination of education and experience
You demonstrate these behaviors:
- Leadership and Fostering Innovation - Leading your functional responsibility effectively to provide new and improved methods for optimal forecasts and staff plans to maximize advisor experience and business results.
- Communication and Influencing Others - Ability to present clearly and concisely to executive leadership, while gaining support for ideas, proposals, and solutions from peers and partners.
- Business Planning and Strategy - Support development of a clear and compelling vision that ensure service teams are resourced to be successful and responsive to dynamic and evolving environments.
- Technical Expertise – Expert knowledge and skills in complex capacity planning scenarios and leveraging related data and technology.
- Results Orientated – Maintains personal focus and commitment on the desired end results to meet and exceed goals during challenging environments while encouraging partners and stakeholders.
Why Schwab?
At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.
Hear from employees: What’s it like to work at Schwab!
The benefits of working at Schwab : a package designed to empower your health, wealth, career and life. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
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Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace. We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.