Manager, Service Excellence Coaching Consultant

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. Advisor Wealth Services (AWS) is the industry leader in providing custody, trading, technology, and practice management services to independent investment advisory firms. AWS seeks to add value to industry-leading advisors by providing exceptional client service and support. The Service Excellence Team (SE) partners with the Service organization to ensure the delivery of world-class client experiences through effective coaching. We do so by leveraging voice analytics tools and data to analyze segment-based data, identify and provide quality focus area recommendations to senior leadership and consult to establish priorities, set goals and build action plans. Action plans may include further root cause analysis through data analysis and targeted call studies, trending analysis, coaching leaders on how to effectively coach their teams on quality outcomes, building strong relationships, providing thoughtful guidance to service professionals, and driving accountability through tracking progress. Job Responsibilities: • To act as quality consultant and "coach of coaches" to service leaders in a dedicated, segment-based relationship. • Conduct proactive data-based root cause analysis and action planning. • Anticipate the needs and priorities of the business in relation to environment and changes in demands. • Demonstrate executive presence and ability to succinctly communicate with senior leadership. • Demonstrate and proactively advance, through Service leader engagement and support, an acute understanding of conversation structure, metric dashboards, voice analytics tools, and KPIs based on service experience. • Partner closely and intentionally with Service directors to drive the development, socialization, and progress-tracking of segment-specific quality and coaching plans as well as metrics targets. • Build strong, meaningful relationships with Service directors and managers by acting as their primary quality consultant and resource. Manager-support might include team presentations and education, 1:1 Service Professional/Manager engagement and support, metrics-goals management, and socialization, and creative, out-of-the-box brainstorming and problem-resolution. • Collaborate closely with Training, Enablement, and centralized support partners to ensure quality coaching and training opportunities are properly socialized and managed, and that Service new-hires obtain a keen understanding of the quality program, call quality expectations, and the call-assessment process. What you have To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have. Required Qualifications: • 2+ years of Service Quality/Coaching program experience AND/OR other relevant Service Program experience AND/OR Educational/Coaching experience. • Advanced communication and presentation skills with strong Microsoft Word, Excel, and PowerPoint program-knowledge. • Understanding of conversation structure, metric dashboards, voice analytics tools, and KPIs based on service experience. Preferred Qualifications: • Attributes of an entrepreneurial self-starter. The skill and desire to deliver excellent service and support, and the ability to take initiative to proactively manage quality opportunities. • Demonstrated leadership skills including the ability to collaborate, influence, and drive measurable progress. • A passion for quality, professionalism, positivity, creativity, and leadership. • In-depth knowledge of how to create excellent Service experiences, conversation models, and call center KPIs. • The ability to drive change through partnership, support, education, reinforcement, and trend-tracking. • Superior analytical and organizational skills. Demonstrated ability to prioritize business needs, manage time effectively, and consistently meet all productivity goals and expectations. • The ability to remain nimble and flexible as Service quality focuses might unexpectedly shift. Apply Job!