MD, Platform & Tool Governance

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Job ID:
20170831-4510
Job Category:
Product Development
Relevant Work Experience:
Project Management-6+ yrs, Financial Services-6+ yrs, Product Development-6+ yrs
Current Licenses / Certifications:
None
Position Located In:
AZ - Phoenix, CO - Lone Tree
Education:
BA/BS
Job Type:
Full Time
Description:

Lone Tree - CO, DENR1, 9800 Schwab Way, 80124
Michelle Antene
20170831-4510

We believe that, when done right, investing liberates people to create their own destiny.  We are driven by our purpose to champion every client’s goals with passion and integrity.  We respect and appreciate the diversity of our employees, our clients, and the communities we serve.  We challenge conventions strategically to create value for our clients, our firm and the world.  We live and bring to life the concept of ‘own your tomorrow’ every day.  We champion our employee strengths, guide their development, and invest in their long-term success.  We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future. Our Culture: Through Clients’ Eyes: https://www.youtube.com/watch?v=Qkic76FWat8

Our Opportunity: 

Charles Schwab Relationship Solutions Group defines the experience and oversees the management of Schwab’s client relationship channels and internal platforms used by Schwab service representatives and financial consultants.  The group is responsible for providing tools and experiences that enable clients to achieve their financial objectives, while supporting the strategic growth of the firm through rep assisted channels.  The group supports all of Schwab’s business enterprises and works with a wide range of internal stakeholders including technology, sales and service, strategy and marketing. 

The Desktop Solutions organization is responsible for the Sales, Service, Advice and Supervision platforms that support the client facing teams that serve Schwab clients. Our mission is to deliver an exceptional representative experience and enable the ability to establish, grow and solidify relationships with our clients.

We are seeking a Managing Director, Platform & Tool Governance in Desktop Solutions to lead the transformation of the current state platforms and tools to the target state platform as defined by the target state rep experience strategy. The Director will facilitate the creation of the overall business and platform architecture working in partnership with technology with a focus on Salesforce as the primary rep platform and define integration requirements with both internal and external partner capabilities. The Director will also lead the Salesforce Center of Excellence (CoE), vendor relationship management, user provisioning and enterprise Salesforce org support. The Director will actively partner with business, technology and enterprise platform partners in the development of the multi-year delivery plan while also ensuring well-defined representative experiences.

What you’ll do:

  • Lead the design of the target state rep desktop platform for Investor Services working in partnership with business and technology.
  • Lead a team of product owners providing thought leadership and execution of new foundational capabilities to enhance the overall client experience as delivered through rep assisted channels.
  • Develop overall product roadmap for foundational capabilities working in partnership with peer product owners supporting Investor Services: Client Service & Support (CS&S), Branch Network, Portfolio Consulting and supervision and controls as required.
  • Usability design with a focus on overall rep experience and integration into core processes.
  • Sunset of current capabilities included in the legacy platforms MARS and Client Central.
  • Evaluate, govern and procure new partner solutions and tools as required to meet business needs. Leverage proof of concept and rapid delivery methods to facilitate evaluation and selection processes.
  • Oversee and govern strategic vendor relationships to ensure consistent engagement with critical vendor partners leveraging corporate vendor management and technology governance.
  • Lead the enterprise Salesforce Center of Excellence supporting over 14 distinct lines of business.
  • Develop and implement platform metrics and reporting to track platform usage, efficiency and adoption.
  • Oversee license management and provisioning.
  • Develop unified work Intake processes across distinct platforms.
  • Develop long term strategy for independent Salesforce org consolidation and integration across business areas.

 What you have: 

  • 7 - 10 years product management experience in a financial services environment with a solid understanding of technology applications, client and representative experience, and project management.
  • Background in sales, service, call center and operations, processes and technologies with specific experience in implementing service capabilities for client facing representatives.
  • Experience with Salesforce and related advisor and call center platforms and applications.
  • Outstanding verbal and written communication skills with demonstrated ability to communicate effectively with all levels of the organization.
  • Ability to drive change and support new ways of doing things across organization boundaries.
  • Strong negotiation and business influence skills.
  • Ability to distill strategy, analytics and varied sets of input to drive decisions across stakeholder communities.
  • Experience managing cross functional, matrixed teams.
  • Builds credibility with peers and key stakeholders (at all levels of the organization) to be able to drive action.  Ability to develop multiple solutions to the same problem and identify the common failure modes associated with each.
  • Comfort in a dynamic and fast-moving work environment, with a positive attitude and solid work ethic.  Self-starter with outstanding organizational skills. Curiosity to continually reevaluate existing user interactions.
  • Ability to track and manage multiple projects.  Good understanding and/or experience with financial services regulations is a plus.
  • A strong track record of performance.
  • BA/BS degree (MBA preferred).
  • Knowledge of Schwab products, services and support systems is a plus.
  • Knowledge of Agile methods and processes is a plus. 

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions.
  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts.
  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer.
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships.
  • Not just a job, but a career, with an opportunity to do the best work of your life.

Learn more about Life@Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.


Job Specifications
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Project Management-6+ yrs, Financial Services-6+ yrs, Product Development-6+ yrs
Position Located In: AZ - Phoenix, CO - Lone Tree
Education: BA/BS
Job Type: Full Time

Category:Product Development
Activation Date: Tuesday, October 10, 2017
Expiration Date: Wednesday, October 25, 2017
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Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.