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 Success 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
What are we looking for?We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates
pursue greatness,
act with integrity, and are
driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we
win together and
create and share joy in our work.
Requirements:- Series 7 (required)
- Minimum of 5 years of, experience in the finance industry with strong background in service, operations or compliance
- Bachelor's degree or 2+ years of college level courses with commensurate financial services work experience
- 1 plus year people leadership experience
- Ft Mill, Tempe or San Diego preferred. Office Independent role.
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: $97,541.00 - $162,534.00
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!
