Sr Manager, Complex Account Team

Pay range: USD $102,500.00 - $157,100.00 / Year

Your opportunity

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

Since day one, Schwab has set out to challenge the status quo, looking for ways to offer our clients more value and a better experience. We're confident our approach can help people take ownership of their financial futures. We offer investors a modern, full-service approach to build and manage their investments, providing investment-related products, services, and sophisticated financial planning that combine the best of what people and technology have to offer.

As part of the Client Experience and Risk organization, the Business Accommodations Team (BAT) partners with branches and service teams to resolve complex, non-routine client needs when standard channels are not sufficient. Our mandate is to deliver an intuitive, innovative, and differentiated wealth management experience that drives growth and builds meaningful relationships with clients.

• Collaborating with partners at all levels throughout the organization (including but not limited to the Branch Network, Retail Supervision & Risk Management, Legal, Compliance, Corporate Risk, Schwab Bank, Asset Management Client Solutions and Operations Asset Management Client Solutions and Operations).
• Partnering with AML-EDD and other oversight partners to ascertain the level of risk to Schwab based on stated purpose, expected activity and structure. This may include having in depth interactions with the client to better understand organizational structure and request/review additional information to support EDD.
• Review Negative Media Referrals to determine what level, if any, of risk exists and communicate determination rationale to appropriate decision makers.
• Work with leadership and various oversight partners to understand and ensure policies and procedures are correct and being followed. Identify opportunities to modify existing processes to efficiently manage escalations.
• Reviewing transactional monitoring reports and research, as necessary, in coordination with service teams/FC to support policy adherence and ongoing due diligence. Conduct ongoing account periodic reviews with client/FC if assigned.
• Support client retention opportunities and prospect opportunities for affluent clients by navigating complex client escalations/accommodations and collaborate with internal partners to help prioritize these requests.
• Demonstrate strong ability to collaborate with team members to ensure due diligence surrounding high risk clients, making certain to satisfy both regulatory and business requirements.
• Work closely with field representatives and cross-functional partners to retain business from high and ultra-high-net-worth clients while facilitating the IS decision-making process by ensuring that we appropriately balance risk and reward.
• Lead and support project management efforts across the Business Accommodation Team (BAT), driving business process improvements that enhance efficiency, scalability, and risk-aligned outcomes while partnering closely with cross-functional stakeholders.
• Analyze and effectively interpret high-level data to identify trends and develop predictive models, and provide actionable insights to drive informed decision-making across the business.
• Pivot effectively between competing priorities and multiple timelines, proactively identify risks and scope considerations, and connect detailed execution to broader strategic objectives when engaging in prioritization discussions and stakeholder updates.

• Bachelor's degree required; 5+ years of experience with business project management, risk management, and in-depth client contact experience
• Series 7 required

• 9/10 preferred
• Financial Services industry experience is preferred
• Ability to learn quickly and thrive in a complex, dynamic
• Outstanding 'soft' skills including ability to work well with a diverse range of partners and proactive, can-do attitude, with high flexibility and adaptability to support across BAT as needed.
• A client-centric focus that keeps clients in the forefront of decisions and connects plans and actions to our purpose of serving investors and branch network
• Comfort with ambiguity and an ability to create a clear path forward in such situations.
• Curiosity, a "can-do" attitude and the ability to learn quickly and thrive in a complex, dynamic environment.
• Strong knowledge of Investor Services as well as Schwab's operations processes and product/service offers
• Ability to influence partners at all levels and demonstrate strong ownership skills.
• Demonstrated experience building relationships and working with cross-functional teams.
• Superior written and verbal communication skills, including being able to synthesize data, develop cohesive business cases and recommendations for senior management.
• Superior analytical, problem-solving skills and business judgment with the ability to find solutions for complex client requests.
• Ability to manage a diverse set of priorities in a fast-paced, dynamic environment.

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance