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Senior Manager, HR Operations

Location Westlake, Texas, United States; Phoenix,Arizona,United States; Requisition ID 2021-76681 Category Human Resources and Administrative Position Type Regular
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Your Opportunity

Charles Schwab is seeking an experienced Senior Team Manager to lead our HR tier 2 COVID team. The successful candidate will oversee and support our COVID Response and drive the activities of the COVID task force and our Return to Office (RTO) efforts. This includes managing the protocols, processes, and cross-functional coordination with the business and the Pandemic Steering Group (PSG). If you have HR leadership experience that involves working closely with HR colleagues and senior leaders in support of employees and are looking to continue your career with a dynamic firm, we encourage you to apply today!

Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work – whether that’s in the office or remote.

  • Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference, through the remainder of 2021.*
  • When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
  • Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.

*Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.

What you are good at

  • Managing HR COVID team operations, including leading a team of Specialist and Manager level professionals who provide COVID HR support to Schwab employees who are impacted by COVID-19, in the form of accurate, consistent, and timely responses to inquiries via MyHR
  • Ensuring the team navigates the complexities and individual nuances of each case and applies good judgment about how to apply policy and regulations
  • Guiding the team in taking ownership of employee contact tracing efforts, ensuring that each contact is accepted and resolved with a high degree of customer focus
  • Leading and monitoring the team and ensuring the quality and accuracy of information provided; and information is presented in a professional, employee-friendly manner, while maintain SLA response within 24 hours
  • Reporting to the PSG and senior management on case volumes, roadblocks, risks, trends and recommend potential MyHR knowledge updates and policy enhancements
  • Maintaining and analyzing COVID-19 data (existing and new data) and reporting systems, ensuring accurate, timely and actionable data is available to appropriate stakeholders as needed
  • Partnering with the MyHR knowledge team to create COVID related knowledge, while identifying and resolving gaps in the MyHR knowledge base portal provided to employees
  • Ensuring best practices and processes are implemented and aligned with the company’s methodology and approach to our COVID response
  • Promoting a standard of respectful, and professional interactions, while displaying empathy and a remarkable employee experience
  • Building a culture of engagement and customer centricity by leading efforts to improve processes with a steadfast focus on the customer

What you have

  • A Bachelor’s degree (B.A.) in human resources(preferably), public health, social work, or related field and a minimum 5 years of people leader experience
  • Experience in COVID case management, contact tracing and reporting is highly desirable
  • 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
  • Developing and driving training plans to increase employees' knowledge, proficiency and skill
  • Networking across industries to seek and apply innovative practices in HR Shared Services/Service Centers

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call 800-275-1281.

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

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