Service Manager - Masters Pod

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: 

As a Premium Service Manager at LPL Financial, you’ll lead a high-performing team of 10–15 Financial Service Professionals (FSPs) dedicated to delivering proactive, personalized, and relationship-driven service to our premium advisors. You’ll play a key role in elevating the client experience by coaching your team to build authentic rapport, anticipate advisor needs, and provide value beyond the immediate inquiry.

This role supports one of several premium service models — including Summit, Masters, IAN, and others — each designed to offer differentiated service experiences. You’ll guide your team in developing deep advisor relationships, leveraging business knowledge, and delivering proactive communication that reflects our commitment to excellence. Your leadership will be instrumental in driving advisor satisfaction, team engagement, and continuous improvement in service performance.

Responsibilities:

• Directly lead and coach a team of ~10–15 FSPs, setting clear performance and career development goals

• Foster a culture of personalized service, emphasizing rapport-building, business awareness, and authentic advisor engagement.

• Provide real-time coaching focused on proactive service behaviors, including anticipating advisor needs, offering strategic next steps, and referencing prior interactions

• Partner with premium offices and Client Experience leadership teams to understand service trends, identify opportunities for improvement, and communicate performance insights

• Use performance data and call quality metrics to identify coaching opportunities and drive continuous improvement

• Collaborate with Case Management and Client Experience teams to support service escalations, with a focus on resolution and relationship preservation (varies by premium model)

• Share best practices across pods and advocate for resources that enhance the premium experience

• Manage administrative responsibilities including timecard approvals, attendance, and performance documentation

• Participate in hiring and onboarding of new team members, ensuring alignment with premium service expectations

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:

• Bachelor’s Degree or 6+ years of experience in financial services

• 2 years experience as a team lead or manager

• SIE required

• Series 7 required

Core Competencies:

• Exceptional coaching and employee development skills

• Strong relationship-building and interpersonal communication

• Ability to drive proactive service behaviors and personalized experiences

• Analytical mindset with ability to interpret performance data

• Agile and adaptable in a hybrid work environment

• Strategic Thinking: Demonstrates situational awareness and the ability to connect team-level performance trends to broader service goals. While not responsible for enterprise-wide strategy, Premium Service Managers contribute to tactical improvements, identify service gaps, and collaborate with leadership to enhance the advisor experience within their assigned pod

Preferences:

• Experience in premium or relationship-based service models

• Financial services or FinTech background

• Professional coaching certifications

• Experience managing hybrid teams (remote and in-office)

• Familiarity with call center metrics and performance tools

Location & Work Model:

This role supports premium service pods with varying in-office expectations:

• Masters Pods: This roles follows a hybrid model, with an expected in-office presence of 2 days per week, depending on business needs. Traini