VP, Contact Center Optimization

LPL Financial is seeking an experienced VP, Contact Center Optimization to join our Finance, Operations, Risk, Service and Supervision (FORSS) organization. This role will lead efforts to identify and execute process improvement efforts in our Contact Center, with the aims of improving the client experience, reducing costs, and managing risks. The ideal candidate will apply lean six sigma principles to design optimized business processes and improve overall performance.

Job Overview:

The VP, Contact Center Optimization will partner with senior Contact Center leaders to identify and prioritize process improvement opportunities.

Responsibilities:

• Optimization Opportunity Identification - Collaborate with Contact Center leaders, source and analyze data, and conduct other research (e.g., stakeholder interviews) to identify opportunities improve client experience, reduce costs, and manage risks, and estimate the expected outcomes from an optimization engagement.
• Business Case Development - Prepare business case and present to senior leaders to justify resource investment to pursue optimization projects that contemplates the expected outcomes from undertaking optimization projects, balanced against anticipated costs.
• Project Execution - Partner with project sponsors, process owners, and other stakeholders to lead efforts to optimize processes. Work may include process measurement, process design and architecture, workshop facilitation, project management, and other tasks, as needed, to develop a recommended process redesign, obtain stakeholder buy-in on the new process, and implement process changes.
• Project Wrap-Up and Delivery - Lead change management for implementing process changes, measure the impact of process change, and support the organization in realizing the benefits from process changes.

Requirements:

• Prior experience with process optimization in a Contact Center at a financial services firm
• Minimum of 8+ years of experience in process improvement and process re-engineering domains in wealth management or related industry
• Extensive experience coaching all levels of management in performance/process improvement
• Demonstrated expertise in defining and analyzing performance metrics leveraging process design best practices
• Strong written and verbal presentation skills; ability to present to senior management

Preferences:

• Bachelor's degree in Business, Engineering, or Industrial Engineering
• Lean Six Sigma Black Belt is preferred. Master Black Belt is highly desirable.
• Extensive experience facilitating workshops (e.g., Kaizen events)
• Experience interacting with Finance teams, and measuring and evaluating the financial impact of optimization projects
• Creative, adaptive and an experienced practitioner; with a growth mindset and superior collaboration skills
• Experience in training employees on business process standardization practices
• Ability to create and stop and see the big picture while also rolling up the sleeves to "get into the details" as needed
• Ability to work with minimal guidance and supervision
• Experience in a fast moving, entrepreneurial environment

Pay Range:
$119,775-$199,625/year
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation's leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!
• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!
• Unified Mission: We are one team on one mission-taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!
• Impactful Work: Our size is just right for you to make a real impact. Learn more here!
• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!
• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!
• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life's aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant's bank or credit card. Should you have any questions regarding the application process, please contact LPL's Human Resources Solutions Center at (855) 575-6947.

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