Senior Team Manager – Stock Plan Services Client Service
| Company | Charles Schwab |
|---|---|
| Location | Lone Tree, CO, USA, Westlake, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 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%.
Responsibilities
- 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.
- 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)
Preferred Qualifications
- 5+ years of team supervisory/management experience
- Highly proficient with Microsoft Excel and PowerPoint.