Managing Director, Head of Relationship Management & Service

Your opportunity

MD, Head of Relationship Management & Service

The Managing Director, Head of Relationship Management & Service will lead the teams supporting those clients and advisors contracting directly with the legacy RIA firms within Schwab Asset Management (ThomasPartners Strategies, Wasmer Schroeder Strategies and Windhaven Strategies).  This team provides support to individual investors and institutional clients (advisors, intermediaries, consultants, etc.).  Today, these teams primarily support over accounts with approximately $15B in AUM.  

The MD role will oversee all aspects of the business.  They will need to devise a strategy to cross-train teams, standardize practices and create common procedures to lead the further integration of these legacy businesses into Schwab, reduce operating risk and cost, and drive growth.  

The Managing Director, Head of Relationship Management & Service will have a high degree of influence over the integration of the legacy RIAs into Schwab, driving growth in the advisory and intermediary channels, minimizing the operating risk of the business, and improving the experience of the clients who contract directly with the firm.

The MD will lead a team of 27 individuals in 7 different functions.  The three legacy RIAs serve different clients and are in different phases of maturity requiring strength in designing a growth and relationship model that meets the needs for the business and the advisor.

Additional responsibilities:

• Collaborate and influence senior leaders and partners in various business units to drive ‘win-win’ monetization within all business lines, while working closely with Offer and Product Management, as well as the sales teams, to increase advisor penetration and utilization of our MI solutions.
• Secure alignment within Wealth Advice Services and Schwab Asset Management on an operating model that meets the needs of the firm from a platform, portfolio management, risk and economic standpoint.
• Manage and secure alignment on priorities; lead the team towards stated objectives through strategic planning and execution.
• Effectively communicate results and insights to team members and senior leaders, using data and insights - essential to influencing outcomes and driving the results.
• Partner with Legal, Compliance and Risk partners to ensure practices and procedures are consistent with governing regulations, firm policy, and values of the firm.
• Deliver clear direction, mindful prioritization of the team members, as well as coordinate with business partners to effectively drive field engagement, identify gaps and recommend solutions to meet client needs.
• Exhibit expertise and technical aptitude to understand and drive technology implementations in a complex operating environment, impacting scale, relationships, and client servicing to expand offerings and reduce risk.

What you have

Required Experience:

• 15+ years of experience in a complex financial services environment with demonstrated exposure across varied aspects of the asset management business.
• In-depth knowledge of Advisory business, supporting products, services, policies, and procedures as well as demonstrated brokerage industry knowledge.
• Multi-channel industry experience, including working with Institutional Clients and Advisors
• Track record of implementing and/or owning the clients’ experiences across multiple products and solutions.
• Deep understanding of operational systems to assist with the processing and planning for operational RIA integrations.
• Strong technical, analytical, and organizational skills with ability to prioritize business needs and manage time effectively.
• Proven track record to deliver excellent client service with the ability to anticipate and resolve problems.
• Passion for service, professionalism, positivity, and strong work ethic with a high level of integrity and teamwork. 

Preferred Experience:

• Track record of leading a best-in-class service and Relationship Management function including shaping the strategic vision and leading a high performing, highly engaged team.
• Strong experience with CRM technology and implementing streamlined communications and tracking.   
• Experience managing a budget and managing multiple priorities and overseeing distinct teams with varied strengths.
• Exceptional ability to interface with all levels of clients; including institutional consultants, leads of RIA firms, and institutional investment committees
• Demonstrated strengths leading people, collaborating, and influencing at all levels of the organization.
• Effective communication of responsibilities, direction, and deliverables under a common vision will be necessary to ensure engagement, accountability, and drive team-based results.
• Undergraduate degree required; advanced degree preferred
• Required licensing Series 65 or CFP ®