Manager, HR Operations

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.

Charles Schwab is seeking a Team Manager to lead our HR Contact Center Associates who provide HR related support to employees through incoming calls, cases and inquiries. In this role you will oversee approximately 10 HRCC representatives in delivering high-quality services to our employees through a Shared-Services model.

If you have HR call center leadership experience that involves working closely with HR colleagues in support of employees, and are looking to continue your career within HR, we encourage you to apply today!

Your primary responsibilities could include, but are not limited to:

• Conducting call monitoring and case reviews to ensure the attainment of production and quality expectations, providing timely feedback and coaching to ensure performance metrics are being met or exceeded.
• Observing employee behaviors, technical accuracy, and compliance with company policies; conducting ongoing observations of program performance and identifying training needs.
• Building a culture of engagement and customer centricity by leading efforts to improve processes with a steadfast focus on the customer
• Proactively adapting procedures to meet changing technical and customer requirements.
• Creating and maintaining a work environment that promotes client service, performance feedback, individual recognition, mutual respect, and employee satisfaction while ensuring quality hiring, training, and succession plans.
• Identifying and resolving gaps in the MyHR knowledge base portal provided to employees.
• Seeking continuous improvement strategies to identify efficiencies and streamline processes.
• Responding to questions, resolving issues and determining the appropriate escalation path after triaging the request and/or issue.
• Driving quality/training plans to increase employees' knowledge, proficiency and skill.
• Actively collaborating with HR Centers of Expertise (COEs) and HR program owners to shape the employee experience.
• Providing ongoing support during higher call volumes by assisting with incoming calls, cases, and proactively engaging defined support groups, as needed.

*This position will work a hybrid schedule in the Westlake, TX office

What you have

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:

• HR work experience required.
• Prior experience as a people leader.
• Solid understanding of HR systems and operations (e.g., Workday, learning management systems, etc.).
• Experience with a Shared Service Delivery system (e.g., ServiceNow).
• Understanding of a Knowledge-Centered Support Model preferred.
• Excellent computer skills, including proficiency in Microsoft Office (Outlook, Word, Excel and PowerPoint).
• Advanced knowledge of HR including employment federal, state and local laws.
• Demonstrated success establishing, leading and maintaining effective working relationships.

Preferred Qualifications:

• Bachelor's Degree in Human Resources.
• HR Service Center experience preferred.