Senior Manager, FWA Program Management

Your opportunity

The Family Wealth Alliance connects the multifamily wealth community. We are the only membership organization focused on multifamily wealth firms: multifamily offices, external CIOs, high-end wealth management firms, trust companies, and the family office practices of private banks and law and accounting firms. Since 2003, we have curated a collaborative, peer-led network united by shared values and fueled by a desire to serve clients and the industry at the highest level.

Our membership represents the epicenter of industry thought leadership. We help our members build and foster key relationships through our vast resources, conferences, events, and peer networking opportunities, as well as industry-first research initiatives. Our Alliance Research arm has released more than 30 industry reports and benchmarking studies since our founding, establishing us as the authority on North American multifamily offices.

As the FWA Catalyst Manager, you oversee the FWA Alliance Forte and FWA Catalyst programs. Your role involves fostering and maintaining professional relationships with external stakeholders and becoming an expert on the challenges and needs of multifamily wealth advisory firms and their UHNW clients. This is a new position designed to enhance and evolve a valuable existing program (Alliance Forte) and oversee the launch and execution of an innovative new program (Catalyst) for Schwab’s UHNW advisor initiative. This role requires working closely with FWA and Schwab Advisor Services Strategy teams to expand a successful program by creating a new value-add service for non-FWA member firms.

The ideal candidate will be a strategic thinker with a strong background in relationship management, business development, client service, and the family wealth industry. In this role, you’ll be a key member of a small but mighty team with ample opportunities to build high-level professional connections and make significant contributions to a fast-growing organization. We are a boutique organization as well as a subsidiary of a large public corporation. The ability to embrace an entrepreneurial environment and act as a utility player supporting the entire team is essential. Experience in the family wealth/family office/ultra-high-net-worth (UHNW) industry is strongly preferred.

This position reports to the Senior Director of Member Experience.

Responsibilities for a successful candidate include:

Service Provider Selection and Evaluation:

• Follow up on service provider referrals from FWA member firms.
• Research and identify service providers and categories to include in Alliance Forte and/or FWA Catalyst programs.
• Effectively evaluate service providers based on criteria such as quality, reliability, cost, and service ensuring all service providers are appropriate for each program.
• Conduct regular reviews and assessments to ensure service providers meet performance standards in each program (Alliance Forte and FWA Catalyst).

Service Provider Relationship Management:

• Build and maintain strong relationships with service providers to ensure their continued commitment and responsiveness to clients referred through each program.
• Deepen two-way engagement with service providers to benefit their firm and the FWA community.
• Communicate regularly with service providers to ensure they are aware of client needs and program expectations.

Category Expertise:

• Develop and maintain expertise in various service provider categories relevant to member needs.
• Stay informed about industry trends and new service providers entering the market.
• Provide recommendations for new categories and service providers to enhance the program.

Matching and Support:

• Match clients with the most suitable service providers based on their specific requirements and preferences.
• Offer education about service provider categories and differentiation if needed to assist with recommendation.

Program Design and Implementation:

• Collaborate with internal teams to design the structure and processes for each program.
• Develop and implement strategies to streamline service provider management and matching systems.
• Create and maintain documentation and guidelines for each program.

Performance Monitoring and Reporting:

• Track and monitor service provider performance metrics, such as response times and connections made.
• Generate regular reports on effectiveness for each program.
• Identify areas for improvement and implement corrective actions as needed.

Service Provider Database Management:

• Create and maintain a comprehensive database of service providers, including detailed information about their services, pricing, positioning, and contact details.
• Update the database regularly to reflect changes in offerings and performance.
• Ensure the database is easily accessible and user-friendly for internal teams and external members.

Compliance and Risk Management:

• Ensure all service providers comply with company policies, industry regulations, and legal agreement requirements.
• Conduct risk assessments and develop mitigation strategies for potential service provider-related issues.
• Maintain a record of compliance and risk management activities.
• Oversee the internal annual audit for both programs (Alliance Forte & FWA Catalyst).

Training and Development:

• Train internal teams on how to use the service provider database and follow program guidelines.
• Provide ongoing internal training and development opportunities to enhance education of various service providers and categories.

Stakeholder Communication:

• Communicate with stakeholders, including senior management, to provide updates on both programs.
• Gather feedback from clients and internal teams to continuously improve the program.
• Present findings and recommendations in clear, concise, and actionable reports.

Continuous Improvement:

• Continuously seek ways to optimize the service provider management process.
• Implement new tools and techniques to enhance the program’s effectiveness.
• Stay proactive in identifying and addressing potential issues before they become problems.

Team Collaboration:

• Work closely with cross-functional teams to ensure alignment and support.
• Participate in team meetings and provide insights and updates on service provider management activities.
• Foster a collaborative and supportive work environment.
• Perform other related duties and strategic projects as required to support the firm’s goals and objectives.

The role is not available as fully remote. Must live within reasonable commuting distance from the following Charles Schwab campus locations:

• Westlake, TX
• Orlando, FL

What you have

Required Qualifications:

• 8+ years of work experience in relevant position
• Bachelor’s degree (master’s degree preferred)
• Experience in project and relationship management

Leadership & Interpersonal Skills

• Strong decision-making skills
• Strong interpersonal skills to build and maintain relationships
• Natural relationship-builder with the ability to interact effectively with people at all levels, particularly C-suite executives.
• Friendly, kind, and empathetic with a strong client service orientation.
• Exhibit sound and accurate judgment; trustworthy, discreet, ethical, and respectful of the confidential aspects of the firm's business and clients.

Organizational Skills

• Detail-oriented with exceptional follow-through.
• Ability to manage time, prioritize, and multitask effectively.
• Take pride in completing tasks on time with quality and reliability.
• Identify and resolve issues promptly.

Communication Skills

• Prompt, polite, professional, and effective communication via phone, email, and in person.
• Clear and concise communication with attention to detail, including accurate spelling and grammar.
• Professional poise in all interactions.

Motivation and Energy

• Creative and self-directed problem solver.
• Take initiative and seek increased responsibilities and developmental growth opportunities.
• Patient and adaptable to evolving business needs; comfortable with frequent changes in routine and process.

Technical Aptitude

• Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) on Windows OS.
• Comfortable learning new technical skills as needed, including videoconference and webinar software, CRM systems, and calendar platforms

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

Required Qualifications:

• 8+ years of work experience in relevant position
• Bachelor’s degree (master’s degree preferred)
• Experience in project and relationship management

Leadership & Interpersonal Skills

• Strong decision-making skills
• Strong interpersonal skills to build and maintain relationships
• Natural relationship-builder with the ability to interact effectively with people at all levels, particularly C-suite executives.
• Friendly, kind, and empathetic with a strong client service orientation.
• Exhibit sound and accurate judgment; trustworthy, discreet, ethical, and respectful of the confidential aspects of the firm's business and clients.

Organizational Skills

• Detail-oriented with exceptional follow-through.
• Ability to manage time, prioritize, and multitask effectively.
• Take pride in completing tasks on time with quality and reliability.
• Identify and resolve issues promptly.

Communication Skills

• Prompt, polite, professional, and effective communication via phone, email, and in person.
• Clear and concise communication with attention to detail, including accurate spelling and grammar.
• Professional poise in all interactions.

Motivation and Energy

• Creative and self-directed problem solver.
• Take initiative and seek increased responsibilities and developmental growth opportunities.
• Patient and adaptable to evolving business needs; comfortable with frequent changes in routine and process.

Technical Aptitude

• Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) on Windows OS.
• Comfortable learning new technical skills as needed, including videoconference and webinar software, CRM systems, and calendar platforms

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.