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Managing Director, Frontline Effectiveness

Charles Schwab – Fort Worth, TX


Fort Worth - TX, TX4600A, 4600 Alliance Gateway Freeway, 76177
Brett Jeffery Henninger

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every clients 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 Opportunity:

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every clients goals with passion and integrity. CS&S builds loyalty with clients and employees one interaction at a time. With a focus on employee development and collaboration, we help clients and employees reach their goals. We work with partners and delivery organizations to ensure processes and interactions are designed and executed smoothly. We also manage tradeoff decisions and priorities to enhance the overall client experience.

Within Client Service & Support, Contact Center Experience optimizes client and employee experiences through modernization of contact center & digital technologies. Our work spans the entire lifecycle of identifying client needs, building business cases, driving development and bringing offers to market. We are in the midst of a firm wide service transformation program at Schwab, and this organization plays a critical role in the programs success.

What youll do:

This Managing Director position will manage one or more direct reports and will report to the VP of Contact Center Strategy Support. This person will be charged with leading & implementing a LEAN process improvement program throughout the organization. This program will focus on providing world class service experiences to our clients while balancing efficiency and process improvement. The overall business objective is to employ Lean management systems / operating systems / mindsets and behavioral tools & techniques to engage and energize associates to instill a continuous focus on the end-to-end process from a client perspective. The expected outcome is increased capacity of internal resources which will then be applied to higher value added client activities over time. This individual will also be responsible for coaching and developing those within and around the organization to ensure Lean is being utilized properly.

Responsibilities include:

  • Facilitating & leading process improvement team start-up and continue support as program matures
  • Providing assistance to leadership team for process improvement topics
  • Mentoring and providing support to multiple Lean continuous improvement waves
  • Assisting in developing and sustaining a Lean continuous improvement culture understood and embraced by employees and all levels of leadership
  • Assisting leadership in selection, prioritization, planning and launch of Lean continuous improvement wave deployment
  • Ensuring alignment of projects with business objectives
  • Measuring the impact of your initiatives
  • Ensuring necessary partner engagement and input
  • Managing budget needs and asks
  • Ensuring structure and governance in place for all efforts

What you have:

  • Subject matter expert on lean principles, tools & practices. Lean certification from industry, preferably in transactional services
  • Minimum 5-7 years experience in a related role
  • Demonstrated results managing large organizational projects using Lean methodology and tools
  • Ensures realization of implementation benefits, mindsets & behaviors
  • Experience managing and mentoring people and evaluating performance
  • Proven experience driving significant change in a diverse organization
  • Proven experience in strategy formulation and implementation
  • Strong influencing skills. Strong relationship building and management skills
  • Demonstrated proficiency in statistical analysis, process analysis, problem solving, and project facilitation / coaching
  • Must be self-starter, be able to work in matrixed organization and manage through ambiguity
  • Demonstrated success in corporate-wide Lean deployment
  • Makes sound, timely decisions in a dynamic and matrixed organization, with keen attention to procedures, and in response to client and field input to address issues and opportunities
  • An understanding of client needs and workflow, and an ability to communicate these needs to internal partners
  • Strong emotional intelligence/maturity and senior level executive presence
  • Proven oral and written communication skills, including experience developing and delivering presentations to senior management and large audiences
  • BA/BS degree; MBA preferred

What youll 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

Learn more about [email protected]
Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. (Please click here to see policy.) 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.
If you need an accommodation in the application process, please email [email protected] or call HR Direct at 800-725-3535.

Job Specifications Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Analyst/Strategy-6+ yrs, Project Management-6+ yrs, Financial Services-6+ yrs, Customer Service-6+ yrs
Position Located In: TX - Westlake, CO - Lone Tree, AZ - Phoenix
Education: BA/BS
Job Type: Full Time
Category:Project/Program Management
Activation Date: Wednesday, May 15, 2019
Expiration Date: Monday, July 1, 2019
Apply Here

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