Executive Vice President, Head of Service

Executive Vice President, Head Of Service

The Executive Vice President, Head of Service, will lead the team providing human-assisted service to LPL's advisors, institutions, enterprises, and clearing clients spanning a wide range of affiliation models and practice types. This leader will be responsible for building and delivering large portions of an industry-defining support experience that delights our clients and helps them run thriving businesses. The ideal candidate is an excellent leader with a value creation mindset who will provide all-encompassing business judgment as we scale our growing and evolving business and support offering. We are seeking an outstanding executive with an entrepreneurial spirit, a strategic mindset, a passion for leading teams, and demonstrated success in designing and executing large-scale transformations.

Responsibilities :

• Create and deploy leading processes and program designs that enable our 5 year vision and business plan in line with our enterprise goals
• Champion, execute and deliver the integration of AI, chatbots, and other digital service technologies to enhance scalability, reduce friction, and deliver a seamless omnichannel support experience
• Drive cross-functional alignment between Service, Operations, Technology, Product, and Compliance to ensure service delivery is scalable, secure, and aligned with regulatory standards
• Manage a balanced budget and perform senior management level activities including mentoring, coaching, and strategy sessions
• Closely monitor and report KPIs to all stakeholders, achieve operational and financial targets and maintain service level agreements
• Focus on operations, systems, performance metrics and data analytics. Utilize data-driven approaches to apply and create "best practice" solutions of strategic importance
• Set a high bar for other client-service functions both to clients and for employees in order to gain LPL a strong reputation for service
• Ensure tasks and processes are executed with urgency and results delivered in a collaborative, client-centric manner
• Drive technical and operational readiness to meet emerging challenges from customers
• Foster a culture of high performance, transparency, accountability, ownership, and proactivity in identifying and implementing changes that improve the employee experience
• Recruit, develop and provide visionary leadership to a diverse, inclusive, engaged and empowered service team. Embrace corporate culture while actively contributing individual strengths and perspectives ensuring open, honest communication
• Transform the call center culture from one that is very transactional and reactive in nature to one that is more proactive, relationship-based and focused on both the customer experience and the employee experience
• Assess staff talent and provide feedback for employee development and succession planning
• Generate momentum and enthusiasm among the Services Representatives, and more broadly within the LPL organization, towards a deeper understanding of the critical role of customer service
• Demonstrate leadership and mentorship for direct reports across multiple sites and perform senior management level activities including mentoring, coaching, strategy sessions
• Contribute to LPL Financial goals as an employee of choice by participating, supporting, and advocating for key programs

Requirements :

Pay Range : $300,000-$500,000 / 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) 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 institutions, 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.