Hillary Frese
Orlando
Summary
Experienced team manager specializing in collaboration and delivering results. Recognized for reliability and ability to adapt to evolving requirements. Proficient in team leadership, strategic planning, conflict resolution, and cultivating a productive work atmosphere. Highly regarded for exceptional communication, problem-solving skills, and a results-oriented mindset.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Team Manager (PL) - Advisor Services Managed & Advised Account Operations (MAAO)
Charles Schwab
09.2022 - Current
- Currently manage a team of 9 employees, overseeing day-to-day managerial duties including coaching, professional development and operational oversight
- Lead ongoing strategy and transformation efforts; identifying enhancement opportunities, ongoing review of current and future operational state, and establishing short and long-term department goals that align with the broader Middle Office Services (MOS) business strategy
- Collaborate with other AS MAAO managers to adapt processes to align with the 3E initiative
- Oversee efforts to streamline AS MAAO offshore vendor work, including partnering with offshore management to review contracts, assess and adjust agreed service levels, supervise the creation and facilitation of offshore upskilling and training, and reduce vendor waste and back to service cases by 30%
- Manage various SME roles including Pledged Asset Accounts and Managed Account NIGO reports
- Continually execute all ongoing responsibilities maintained as Team Manager
Team Manager (PL) - Advisor Services Managed & Advised Account Operations (MAAO)
Charles Schwab
07.2020 - 09.2022
- Managed team of 13 individuals responsible for servicing Registered Investment Advisors enrolled in Schwab’s Managed Account platform
- Reduced waste and increased team member productivity through continuous procedural refinement and enhanced incident waste reporting, resulting in a 20% increase in efficiency and a 50% reduction in processing waste
- Led efforts to rewrite vendor and onshore workflows, reducing case touches by 50%
- Fielded and resolved client escalations, trade errors, and exception requests
- Led Orlando site engagement efforts, including department meals, outings and site activities
Team Lead – Advisor Services
Charles Schwab
03.2018 - 07.2020
- Supported Team Manager and supervised 12 individuals servicing high-profile advisors; resolved escalations, reviewed and approved exception requests, monitored daily workflows and forecasted volumes to guarantee service levels
- Designed and implemented AS Cashiering SME program, allowing for enhanced SME knowledge and improved client experience related to complex money movements
- Performed monthly call reviews and coaching for all team members
- Primary contact for high-touch, exception-heavy RIA firms
- Completed Schwab’s Aspiring Leaders Program; successfully created and delivered capstone presentation
- Lead grassroots efforts to design, build and oversee launch of Orlando site Employee Resource Group, NEXT
Specialist – Advisor Services
Charles Schwab
07.2014 - 03.2018
- Dedicated service rep for 30+ advisory firms, delivering exceptional service while fielding inbound phone calls, reviewing and processing incoming paperwork
- Successfully maintained relationships with team’s highest demand RIA firms
- Custody Solution Team SME; reviewed trust and court documents and escalated exception requests for CST review and approval
- Pledged Asset Account SME; responsible for all team third party pledge requests, including reviewing all paperwork, external bank documentation and account coding updates for PAA additions and releases
- Maintained top performance in accuracy, production, and call quality scores
- Fielded exception requests, coordinating with leadership and compliance to resolve escalations prior to manager involvement
Education
Bachelors - Economics
St. Lawrence University
05-2014
Skills
- Risk Change Management
- Strategic Execution & Leadership
- Workflow Optimization
- Regulatory Knowledge
- Team Coaching & Performance Management
- MS Office (Excel, Word, PowerPoint, Outlook)
Certification
FINRA Series 7, Series 63, Series 910
Awards
TOPS+ recipient (2024), Aspiring Leaders Program (2019), Chairmans Club winner (2016), Key Contributor (2015, 2016, 2017, 2018, 2023)
Timeline
Senior Team Manager (PL) - Advisor Services Managed & Advised Account Operations (MAAO)
Charles Schwab
09.2022 - Current
Team Manager (PL) - Advisor Services Managed & Advised Account Operations (MAAO)
Charles Schwab
07.2020 - 09.2022
Team Lead – Advisor Services
Charles Schwab
03.2018 - 07.2020
Specialist – Advisor Services
Charles Schwab
07.2014 - 03.2018
Bachelors - Economics
St. Lawrence University
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