Job Description

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.

As the Manager of HR Shared Services, you will play a pivotal role in shaping the employee experience by delivering timely and relevant content, managing knowledge resources, and overseeing case management. You will collaborate closely with HR Centers of Expertise (COEs), the Communications team, and program owners to proactively reduce MyHR case volume—ensuring the right information is published at the right time by identifying trending topics and creating targeted banners and content that address employee questions.

Key Responsibilities:

• Cultivate strong relationships with MyHR topic owners to ensure timely content updates.
• Partner with knowledge article owners to address feedback, uphold standards, and maintain relevance across internal and external platforms.
• Identify improvement opportunities within the knowledge base and collaborate with content owners to revise and enhance articles.
• Oversee the creation and publication of SOPs related to content and knowledge team processes.
• Expand ServiceNow expertise to support new workflows for managing and sharing knowledge and content.
• Partner with HR Centers of Expertise (COEs) and program owners to elevate the employee experience, offering cross-functional leadership within HR Shared Services as needed.
• Co-create solutions to streamline, standardize, and automate operational processes—driving efficiency, continuous improvement, and innovation.
• Continuously refine processes and procedures to align with evolving business needs.

What you have

To ensure we fulfill our promise of “challenging the status quo”, this role has specific qualifications candidates should have for success:

Required Qualifications:

• Proven expertise in implementing and optimizing HR Shared Service Delivery systems (e.g., ServiceNow) within a multi-tier support model, including Tier 0 self-service, Tier 1 HR help center, and Tier 2 operational service center.
• 5+ years of HR operations or shared services experience, including HR case management, knowledge bases and content strategies.
• Demonstrated success in service delivery, process improvement, and employee experience.

Preferred Qualifications:

• Bachelor’s degree.
• Hands-on approach with an emphasis on team efficiency and cross-functional collaboration.
• Previous success influencing individuals and engaging large, diverse audiences to drive alignment and action.
• Strong process orientation with a consistent track record of delivering operational excellence.
• Risk-aware mindset with preferred experience in operational process coaching and quality assurance.