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 19,000 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 objective 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.
Our Service organization handles thousands of incoming calls per day. The SVP, Head of Call Center Service will be crucial in executing on a value proposition that drives client satisfaction for our Company. You will be responsible for driving the Company’s voice optimization initiative, helping us stay on track in our mission to continuously improve our services and operations. This leader will enable the Service professionals with the knowledge and content necessary to enhance our overall customer experience.
Key Responsibilities:
- Establish optimal performance measures for front line call center resources
- Ensure the Company is current on the leading call center practices
- Continuous process improvement of all aspects of the Service Professional role
- Inform the strategic roadmap and execution of First Contact resolution strategies
- Establish and maintain robust internal quality control systems
- Drive customer treatment strategies to be deployed by front line resources that drive loyalty
- Build strong working relationships with other functional teams to promote knowledge management initiatives
- Evaluate the sustainability of our current knowledge management approach and optimize the processes and framework for the future
Qualifications:
- 15 years of experience in Financial Services specifically within a contact center space; business-to-business experience preferred
- 10+ years of developing, cultivating and leading strong, high-performing teams in an agile environment
- Experience in designing and implementing Service models
- An ability to effectively engage, influence, develop and motivate teams in a hybrid (office and remote) environment
- Superior communication skills with the ability to interact effectively at all levels of the organization
Pay Range:
$177,120-$265,680/year
The salary range is dependent on a number of factors, including the applicant’s skill, experience, and work location.
Why LPL?
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.
