Manager - Service Center

Are you a dynamic leader with a passion for driving success?  Do you possess a natural talent for inspiring and motivating others to achieve greatness?  Would you thrive in a role that involves analyzing data, pinpointing areas for process improvement, and spearheading initiatives that ensure operational excellence?

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

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs, and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Prudential is a wealth management firm that partners with LPL Enterprise, serving as a clearing firm and custodian of client assets. With a robust network of over 2,800 financial professionals nationwide and $1.4 trillion in assets under management, Prudential Advisors relies on your team's expertise to maintain the highest standards of service and efficiency

Job Overview:

As a manager of a Prudential Service Team, you'll step into a pivotal role at the heart of our Client Success team. In this position, you'll lead a talented group of around 15 Service representatives, serving as a guiding force in delivering exceptional service to our valued investors and advisors. You will play a crucial role in executing LPL’s mission by providing real-time coaching and development of your team, building your team’s capability, and ensuring clients are provided service and experience that reflects our commitment to excellence.  You will demonstrate critical thinking and problem-solving skills by navigating a variety of complex topics with your team and leveraging your contact center expertise to provide consultative support to your team and those working directly to build repeatable solutions for our clients and LPL as a whole.

Your dedication to client satisfaction and your ability to effectively lead and coach your team will be instrumental in driving success and maintaining our client-centric values. By taking care of our advisors, you'll enable them to better serve their clients, further solidifying our reputation as a trusted financial partner.

Responsibilities:

• Directly lead and guide a team of about 15 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results.  
• Coach individual team members in real-time, inclusive of coaching sessions after pain points identified or client escalation to further develop your team’s call management skills.
• Support Service Professionals and clients through service escalations, as needed
• Use performance reports, including individual frontline metrics and various team metrics to better coach and develop your team, and manager performance as necessary
• Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary.
• Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection.
• Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance.
• Partner with HR colleagues and advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance.

What are we looking for?

We want strong managers who thrive at coaching, building high-performing teams, and delivering a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team-oriented, and able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• Bachelor’s Degree or 6+ years of progressive experience in related fields
• Minimum of 2 years as a team lead or manager of a team
• SIE Required
• S7 required or obtained within 90 days of employment

Core Competencies:

• Highly skilled at coaching, employee development, and managing and supp