Shannon Knight

• Developed Retail strategy for managing change impacting over 13,000 client-facing professionals.
• Led TDA Integration change management initiatives before and after acquisition announcement.
• Created RFE Change Playbook and resource templates to standardize change management in Retail.
• Implemented RFE and Client & Field Experience Quarterly Field Days to enhance employee skills and collaboration.
• Directed training programs to enhance team capabilities and facilitate knowledge sharing.
• Fostered stakeholder relationships to align on key projects and initiatives.
• Identified operational performance improvement opportunities through metrics analysis.
• Coordinated cross-departmental activities to expedite workflows and improve collaboration.

• Collaborated with multi-organizational partners to launch Schwab Intelligent Advisory, enhancing client and planner experience.
• Developed content and training materials for Planning Consultants in partnership with Legal, Compliance, and Digital teams.
• Established a business contingency plan leading to cross-training initiatives within Portfolio Solutions Group for Intelligent Planning support.
• Identified and created wholesaling opportunities across various referral channels to promote Intelligent Planning services.
• Coordinated procedures for Schwab Plan Comprehensive through Holistic Planning Pilot, addressing procedural inefficiencies.
• Standardized Initial Consultation and Annual Relationship Review Frameworks to ensure consistent client experiences.
• Created tools for Senior Managers to facilitate standardized plan reviews across teams.
• Identified and resolved network-wide documentation inconsistencies by developing standardized guidelines and templates.
• Developed onboarding resources for Wealth Strategies Group's new planning software, including job aids and instructional videos.

• Successfully led integration of Managed Solutions and Complimentary Portfolio Consultation Teams, enhancing advice and service delivery.
• Spearheaded financial planning initiatives as PSG review construct.
• Coached team to improve client experience, achieving over 35% fulfillment of PSG network plans.
• Increased planning consultations to 878, achieving full adoption by September 30, 2016.
• Collaborated with business partners to address three-year backlog in discretionary offer assessments.
• Developed Call Quality Guidelines to standardize wealth management conversations and enhance client interactions.
• Identified gaps in service collateral and partnered with Marcom for effective client communication materials.
• Established PSG Team Norms, defining conduct standards across the network.

• Oversaw a team of 15 representatives, delivering exceptional service to non-dedicated clients.
• Developed skill-building workshops and training sessions for new managers.
• Created a standardized client interaction system to enhance consistency and reduce escalations.
• Facilitated training sessions on retirement and estate distribution, addressing common service failures.

• Engaged with mass affluent clients and active traders to address unique financial needs.
• Partnered with branch managers and financial consultants to elevate overall client experience.

Various leadership and advisory roles in financial planning, portfolio management, advice, and strategy, including:

• Financial Advisor | Indianapolis Financial Group |Jun 2005 - Jan 2006
• Relationship Manager/Financial Consultant | KeyBank/McDonald Investments |Mar 2003 – Jun 2005
• Investment Consultant |City Securities Corporation | Dec 2002 - Mar 2003
• Financial Consultant/Assistant Vice President | Prudential Securities |Jan 2000 – Sep 2002