AVP, Client Experience Manager - Masters

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you!

To be considered you must be local to either our Fort Mill, SC, Tempe, AZ, Overland Park, KS or San Diego, CA office and have the ability to come onsite.

Job Overview:

As the leader in delivering an elite and differentiated service experience, the role will be responsible for leading one of our Client Success Pods for our Master's club level advisors which represent the top 5% of LPL's advisors. The Client Success Pod brings together service, case management and a client experience manger into one dedicated team with leverage points to supervision, relationship management and marketing to provide a differentiated level of service and enhance the client experience.

Responsibilities:

• Lead a pod of dedicated service professionals, service manager, and case management supporting 200 of our Master's level financial advisor practices. Includes day-to-day oversight of the holistic experience for each firm that the Pod supports.
• Serve as primary point of contact for complex cases and escalations for firms assigned to a pod and ensure they are addressed in a timely manner and with high accuracy.
• Work with cross functional leadership teams to partner in resolving friction items and identify continuous improvement opportunities to increase ease of doing business.
• Ensure connectivity and communication between roles via regular team meetings and status updates.
• Utilize and maintain a client-level performance dashboard, including Net Promoter Score, Pod optimization metrics, case resolutions and response times, continuous improvement opportunities identified for the firm, and overall retention which either meet or exceed goals set.
• Target 25% of time will be spent on proactive outreach campaigns for identified firms (reducing items not in good order (NIGO), specialized training, etc.), 75% of the time will be spent on reactive day-to-day case escalations, problem solving and team/individual check-ins either via the phone or email.
• Utilize key metrics and reporting to proactively identity trends within the pod and individual firms.
• Solicit feedback from firms to identify opportunities for personalization and program improvement.
• Relationship building and collaboration with internal partners and clients to overcome obstacles and find solutions and explain/understand the "why".
• Review quarterly survey results and build action plans around "at-risk" firms, use survey results to educate pod team and improve performance where needed.
• Work with leadership team to identify and execute professional development opportunities for all pod staff.
• Resolve performance and staffing issues and quickly escalate any risks and concerns to leadership.
• Participate in town halls, webinars and client engagement strategies as needed as it relates to the Client Success Pod's deliverables that influence our client's firm-wide experience with LPL.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• SIE & Series 7 both required within 90-days.
• Minimum of 3 years' experience in the finance industry with strong background in service, operations, or compliance.
• Bachelor's degree or 2+ years of college level courses with commensurate financial services work experience.
• 3 years' experience in the finance industry with strong background in service, operations, or compliance.

Core Competencies:

• Finance industry experience required, with focus on customer facing roles and organizations.
• Experience working in service and/or supervisory teams within a broker-dealer or custodian.
• An entrepreneurial mindset that supports continuous improvement and innovation.
• Organized and strong problem-solver.
• Ability to multi-task, work on multiple priorities, work independently and as a team in an ambiguous and dynamic environment.
• Professional demeanor with strong written and verbal communication.

Pay Range:
$94,688-$157,813/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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