AVP, Client Experience Manager - IAN

AVP - Client Experience

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!

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 28,000 financial advisors, 1,000 institution-based investment programs and 500 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.

Job Overview

As the leader in delivering an extraordinary and differentiated service experience, the AVP - Client Experience Role will be responsible for leading our Independent Advisor Network (IAN) Service model while closely partnering with the Field Management team. Your strategic agility, talent management, subject matter expertise and problem-solving skills will be put into action as you guide the team to service excellence. Our main priority is to create a reliable support system for our Financial Advisors and their Support Staff so they can easily navigate LPL on behalf of their clients and ultimately continue to grow and strengthen their practice. Additionally, the AVP will contribute in team organizational projects and initiatives that support your career development and advancement. The successful candidate will be a self-starter with a strong back office, branch and / or service background and proven ability to support work efforts across multiple business departments.

Responsibilities

Act as the primary point of contact between Field Management, LPL service and operations; advocate for advisor and client needs, supporting Service Delivery Consultants dedicated to resolving complex and high priority issues and at times, owning those issues.

Assist with support staff training opportunities and topics for programs focused on skill advancement and career progression; help to identify and implement program improvements informed by advisor and staff feedback.

Collaborate with Program Manager to create Standard Operating Procedures (SOP's) outlining processes and procedures.

Leverage data to understand current business outcomes, anticipate future trends and impacts in order to present big picture recommendations to business partners and Summit advisors for operational efficiency.

Help Field Management team identify regular areas of escalation / support to help provide training to advisors and drive down call volume.

Partner with the Field Management team to establish a framework to assess evolving advisor needs and drive continuous improvement projects and initiatives for our advisor teams.

Maintain and coordinate distribution of surveys to Field Management team. Prepare regular status updates to key stakeholders, including key learnings, metrics and survey responses.

Participate in town halls, webinars, and client engagement strategies, as needed, as it relates to the IAN model deliverables that influence our client's firm-wide experience with LPL.

Strong ability to lead, empower and motivate employees through ambiguity and organizational change.

Support dotted line team members career development and goals by providing meaningful real-time feedback.

Fosters a culture of learning and development with a strong emphasis of coaching to the employee advisor experience.

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

Series 7 (required within 90 days of hire)Minimum 5 years of experience in the finance industry with a strong background in service, operations, or complianceFinance industry experience is required, with a focus on customer-facing roles and organizationsMinimum of three years leadership experience

Core Competencies : Experience working in, or leading, service teams within a broker-dealer or custodianAn entrepreneurial mindset that supports continuous improvement and innovation.Demonstrated ability to maintain effective communication and partnerships with various business leadersProven organizational skills to manage multiple projects in a fast-paced environment delivering a high-quality client experienceDemonstrated client focus with strong analytical and strategic planning skillsStrong understanding in financial services with background across both W2 and 1099 advisor models

Pay Range : $94,688-$157,813 / yearActual 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) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace. LPL supports over 29,000 financial advisors and the wealth-management practices of 1,100 financial institution, servicing and custodying approximately $1.9 trillion in brokerage and advisory assets on behalf of approximately 7 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.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 OpportunityAt 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.