Service Performance Analytics Senior Analyst

Your Opportunity

Schwab Advisor Services, a division of Charles Schwab & Co., Inc. is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms (RIAs).

In addition to custody services, Schwab Advisor Services provides practice management and consultative support to help independent advisors start, build and grow their businesses.

Advisor Services works with more than 7,000 independent investment advisory firms with $1.5 trillion under management.

The mission of the Service and Digital Integration Experience organization is to deliver a modern, well-adopted core custodial platform with robust digital capabilities and a world-class client service experience that fuels firm growth and retention while creating business efficiency and scale.

The organization consists of several teams designed to ensure that the integration of the digital and service experience is seamless and continues to evolve to meet the needs of our clients.

The Service and Digital Efficiency Planning & Analysis team sits within the Service and Digital Integration Experience organization.

The Service and Digital Efficiency Planning & Analysis team supports Advisor Services by providing Performance Analytics and Demand / Staff Planning to optimize customer experience and business expenses.

The Performance Analytics team is responsible for providing analytical insights for the AS service organization and digital initiatives designed to improve efficiency and introduce innovation that improves the client experience and / or drives cost-savings to the organization.

This role is critical to driving business accountability to achieve results that align with short and long-term business strategies.

We deliver reporting to multiple departments over all relevant time frames and use data and analytics to drive strategic and tactical decisions.

We collaborate across client service, operations, technology, digital and product teams to put our service professional in the best position to deliver upon a superior client experience, while also balancing the requirements of the employee experience.

What you have

In this role, you will strive to be a trusted business partner, enabling a world-class advisor and employee experience through our ability to deliver useful information, transformative solutions, and proactive analysis.

We are looking for a strong functional lead, one that can provide service and performance analytics across multiple channels and business units, giving project support and analysis, partnering with peers and business leaders to collaborate on innovative visualization solutions to improve the client and employee experiences.

This person will need to be flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success of the team.

The ability to tailor effective communications from the individual contributor to the leadership level is critical to success.

Your proactive nature, sense of urgency, and ability to effectively communicate will allow you to excel in this role and help Advisor Services evolve its service organization to meet the growing and evolving needs of its clients.

Other responsibilities include...

• Reporting and ad-hoc analysis that delivers meaningful and actionable intelligence to the business
• Conduct and guide clear, consistent, fact-based end-to-end analysis to inform key business decisions and help shape enterprise strategic direction
• Excellent communication, influencing and relationship building skills that allows your work product to tell a credible story that drives meaningful change for the business
• Critical thinking and process orientation; experience developing a disciplined, and consistent approach to review analysis with business leaders to inform ongoing operational improvement and sound decision-making
• Drive ongoing process and cost optimization working with peers, key stakeholders and cross-enterprise partners while aligning with business priorities and strategic objectives
• Develop and publish concise, meaningful tracking tools and dashboards that drive accountability
• 5+ years of experience with analytical and data visualization tools (SQL, Tableau, Alteryx)
• Strong curiosity, and a passion for creative problem solving with the ability to implement solutions quickly and successfully
• Self-starter that can thrive in a multifaceted, fast-paced environment with a positive attitude and strong work ethic
• Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business, along with proven ability to participate in a team dynamic that accelerates themselves and business partners through change.
• Results and quality-oriented with the ability to effectively gather, interpret and evaluate information.
• Extensive knowledge of contact center dynamics
• Ability to explain complex concepts to diverse audiences
• Experience supporting a large B2B service or sales organization seeing opportunities and influencing change that delivers greater efficiency while also improving the client experience
• Ability to multi-task and prioritize time-sensitive assignments
• Advanced proficiency in Excel, analysis, and visualization application (i.e. Tableau)
• Excellent interpersonal skills, including expert presentation and communication skills - both written and oral.
• Understanding of the digital and technology landscape, preferably within financial services
• Quantitative Undergraduate Degree; MBA preferred or similar combination of education and experience
30+ days ago