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!  

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