AVP, Service Desktop Tools and Continuous Improvement

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial.

Job Overview:

The Assistant Vice President (AVP) of Service Desktop Tools will lead and manage desktop capabilities, data enrichment, tool integration and continuous improvements that will transform the experience of our Financial Service Professionals (FSP) to enable efficient and delightful client engagements. This role is critical in transforming and/or enriching existing channel experience for clients engaging LPLs service center. The AVP for Service Desktop tools and continuous improvement will serve as the Service lead and SME, collaborating with Service leadership, Product Management, Technology, and Operations to deliver enhancements to drive transformational efficiency and client satisfaction outcomes. Your focus will be to optimize FSP desktop experience, related applications (example: CRM, Softphone, Data) integrated with the desktop and maintaining critical service processes (Authentication policy/procedures and BCP).

Responsibilities:

• Leadership

  • Collaborate with Service leadership to align desktop improvements with broader business goals.

  • Contribute to and execute approaches and framework to measure performance, customer satisfaction, containment rates, and ROI.

• Implementation & Governance

  • Engage with stakeholders to define business requirements capable of delivering business outcomes. Responsible to oversee the day-to-day operational and strategic development of the desktop capabilities leveraging adjacent tool integrations within LPL service center to service clients. 

  • Lead and direct internal training and change management resources to maximize service and client readiness and adoption.

  • Partner to create a comprehensive user acceptance testing plan to surface any defects prior to production release.

  • Partner with our technology and data teams to ensure relevant data is available and integrated seamlessly with existing platforms.

• Continuous Improvement

  • Oversee the daily operations, maintenance, and optimization of the FSP toolkit to ensure efficiency, quality, and alignment with business goals.

  • Design and implement strategies to improve FSP journey, including optimizing call handling efficiencies to reduce call handling and wait times.

  • Manage and participate in critical tool Business Continuity plans, related testing of controls and coordinate improvements when and as necessary.

  • Drive a culture of innovation by partnering with service stakeholders to develop a backlog of requests for prioritization.

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• 3+ years experience in customer service center management and a strong understanding of agent tooling, system design and related technologies.

• 6+ years experience transforming agent desktop with a demonstrated passion for customer experience.

• Excellent oral and written communication skills are essential for collaborating with stakeholders and leading a team.

• Strong problem-solving and analytical skills for enriching desktop and identifying areas for improvement.

• Ability to manage multiple projects and priorities independently and work effectively in a fast-paced environment. 

• Ability to influence leadership through effective and impactful communication.

• Demonstrates contagious optimism, embracing change, is passionate about continuous learning, excels in fast-paced environments, and has an entrepreneurial mindset.

• Stay updated with CCAS (Contact Center as a Service) platform/solutions, market trends to contribute to future roadmaps.

• Demonstrate understanding and able to operate in Safe Agile methodology framework.

Preferences:

• Bachelor’s degree in Technical, Business, or related field; MBA or advanced technical degree preferred with prior experience with CCAS (Contact Cen