Senior Manager, SPS Client Service (PL)

Workplace Financial Services (WFS) is a growing organization within Charles Schwab that supports companies in providing retirement and compensation benefits for their employees. Specifically, Stock Plan Services (SPS) supports our clients in managing their equity compensation programs for employee retention and compensation. 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’ll do:

• Lead a team of between 3 and 6 Client Service Managers (CSMs) to support daily relationship management needs and research items for our client base.
• Work closely with your Operations Service Manager and their team to support the processing needs of clients assigned to the team.
• Your team will support between 20-30 corporate client relationships, working to promote high client satisfaction, timely responses on service items and requests.
• Participate and lead projects across Workplace Financial Services, including initiatives around technology, employee engagement and client satisfaction.
• Handle 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 an increase in 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.
• You and your team will: Process daily equity compensation events, ensuring company participants receive the awards they’ve been given in a timely manner.
• Maintain and encourage positive interactions with our clients, driving satisfaction and increasing Client Promoter Scores (CPS).
• Handle escalated client issues in a timely manner, researching and providing feedback to our clients around potential solutions. This includes leading ongoing plans for remediation of client items.
• Provide support for the SPS business development team as needed (RFP and RFI response review, onsite presentations, web casts and system demonstrations)

• 5 + years of customer service experience in dealing with corporate clients, benefits, finance and accounting and/or brokerage environment preferred
• Shown working knowledge of equity compensation plans, employee stock purchase plans, and ASC718 and/or corporate accounting administration preferred. Certified Equity Professional (CEP) designation preferred or to be acquired after hire.
• Must have Equity Compensation experience 
• 5+ years of team supervisory/management experience preferred
• Proven ability to make timely decisions and react quickly in order to minimize risk or exposure to the firm. Excellent time management skills required.
• 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 a plus.
• 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.

What you’ll get:

• Comprehensive Compensation and Benefits package
• Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
• Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
• Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
• 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
• Bachelor’s degree preferred or equivalent business experience

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