AVP, Client Experience Manager

Are you a team player with a growth mindset? Are you interested in working on 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!

Job Overview:

As the leader in delivering an elite and differentiated service experience, the role will be responsible for leading one of our Summit Level Client Success Pods. The Client Success Pod brings together Service, Case Management, Supervision and Relationship Management functions into one team dedicated to our largest Summit level clients.

Responsibilities:

• Lead a pod of dedicated service professionals, service manager, and case management, relationship management and supervision professionals who support our top/elite financial advisor practices. Includes day-to-day oversight, coaching and management of the Client Success Pod team members.
• There will be a dotted line leadership for many of the roles in the pod. Lead through pod related activities and responsibilities, but also partner with some pod members’ departmental leadership.
• Serve as primary point of contact for all complex cases, escalated questions and friction items.
• Coordinate with other client experience managers to ensure consistency in leading the pods.
• 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.
• Coordinate and host routine meetings with individual offices to discuss service needs, outstanding escalations, and/or check-in on overall service experience. Deliver performance dashboard summaries to enhance utilization of the pod, reduce NIGOs and share key learnings. Solicit feedback from clients, use data analysis to identify root causes of issues.
• Relationship building and collaboration with internal partners and clients to overcome obstacles and find solutions and explain/understand the “why”
• Maintain and coordinate distribution of survey to clients.
• Prepare regular status updates to key stakeholders, including key learnings, metrics and survey responses
• 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
  
  
  

Requirements:

• Series 7 (required)
• Minimum of 5 years of,experience in the finance industry with strong background in service, operations or compliance
• 1 plus year people leadership experience
  
  
  

Core Competencies:

• An entrepreneurial mindset that supports continuous improvement and innovation.
  
  
  

Preferences:

• Series 24 (Preferred)
• Finance industry experience required, with focus on customer facing roles and organizations
• Experience working in, or leading, service and/or supervisory teams within a broker-dealer or custodian
  
  
  

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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