AVP Tech Engineer, Home Office TechApply Job ID: R-023525 Date posted: 05/24/2022 Primary Location NC-Remote Other Locations SC-Fort Mill
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 18,000 financial advisors, 800 institution-based investment programs and 450 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.
Working independently, the AVP will help deliver technology solutions to advisors and investors. This individual will be well versed in Service Management and have a passion for meeting customer needs. The principle responsibilities for this position will be effective and efficient Product Support. This will include working cross functionally to ensure business product roadmaps, business architecture and solution architectures, and support needs are well understood, and critical production support documentation in place.
The AVP will be the liaison on planning and communicating support for the assigned business area (currently CFO Solutions). Oversee processes to ensure workflows and notifications are automated for repeatable experiences and supported by very effective digital tools. They will be responsible for the Scale and Sustain initiative for LBS to bring our applications up to the needed support levels with SSO, Monitoring, and documentation in place. Activities will include addressing customer facing support escalations-communications-troubleshooting, meeting with customers for consulting and upgrades, product demos, launch planning, and finding ways to deliver more value with product enhancements or education.
The candidate for this role will leverage their knowledge and skill set to work with assigned business teams to deliver the technology and workflows that enable LPL’s technology to continuously improve our user and advisor experience, providing them with capabilities that allow them to manage their business more efficiently and productively. Strong collaboration with internal business partners will be critical to ensure that these capabilities are supported in a manner that captures our customer’s insights into how they manage their business, maximizes our business objectives, and meets all regulatory requirements.
Support our production customers applications, and new desktop tools from pilot, launch, adoption to support.
Troubleshoot escalations with empathy and urgency; quickly understanding symptoms and impacts, find teams to take ownership, expedite resolution, and provide communications to management of findings in a very timely way. Initiative remediation follow up to prevent recurrence.
Diagram end-to-end flows to streamline and automate processes to drive efficiencies and scalability.
Establish OKR metrics of outcomes to maximize and communicate our value add to the business.
Survey advisors and customers for continuous improvement
Build relationships with Product Teams to consult and assist with support.
Continually looking forward and outward to provide effective breakthrough support for a fast growing business area.
Operationalize the systems processes to fool proof them (prevent issues recurrence), and stabilize production systems.
Handle advisor requests looking for outcomes that help advisors and build relationships.
Communicate to advisors new releases and assist with launches.
Demonstrate business acumen and the ability to interact across all levels
Partner with product management (on the product team), delivery teams and technology partners and key business partners to understand and prioritize support needs.
Responsible for ensuring that all product teams are always working on the highest value items.
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.
7+ years of experience in technology and financial industry customer support roles
5+ years of developing, cultivating and leading teams in an responsive agile environment
Experience evaluating and improving process flows.
Possesses excellent oral and written communication skills, effective with PowerPoint.
Team player with strong interpersonal skills and ability to take leadership roles and influence change across multiple management levels
Detail-oriented individual with the ability to quickly assimilate and apply new concepts, business models, and technologies
Ability to work in across functional teams to drive outcomes without having direct authority
Ability to manage a wide breadth of system support and responsibilities
Excellent communication skills, both written and oral
Demonstrate business acumen and the ability to interact across all levels of the business, to different level of technical comprehension while deepening relationships over time
Become a trusted business partner and customer advocate to meet customer needs with high responsiveness
Comfortable with multi-tasking and a busy forward thinking environment
Bachelor’s degree in a technology or financial field; MBA or other equivalent work experience
At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.
We are one team on one mission. We take care of our advisors, so they can take care of their clients.
Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.
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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 (800) 877-7210.