Role Overview We are seeking a strategic and visionary leader to serve as the
Senior Vice President of Agent Support Enablement. This executive will be responsible for designing, implementing, and continuously improving the tools, technologies, and processes that empower our client support teams to deliver exceptional service across all channels. The ideal candidate will have a deep understanding of wealth management operations, client expectations, and the evolving digital landscape.
Strategic Leadership- Develop and execute a comprehensive enablement strategy for support agents aligned with the firm's client experience goals.
- Partner with senior stakeholders across Technology, Operations, Compliance, and Product to ensure alignment and scalability.
Tool & Technology Enablement- Identify, evaluate, and implement platforms (CRM, knowledge management, AI/chatbots, workflow automation) that enhance agent productivity and client satisfaction.
- Lead vendor selection and integration efforts for support-related technologies.
Agent Empowerment & Training- Collaborate with Learning & Development to design training programs that ensure agents are proficient in using tools and delivering high-touch service.
- Establish feedback loops to continuously refine tools based on agent input and performance metrics.
Client Experience Optimization- Use data and analytics to identify pain points in the support journey and implement solutions that reduce friction and improve outcomes.
- Champion a culture of continuous improvement and innovation in client support.
Governance & Compliance- Ensure all tools and processes comply with regulatory requirements and internal risk standards.
- Maintain strong documentation and audit trails for all enablement initiatives.
Qualifications- 10 or more years of experience in client service, operations, or enablement roles within financial services, preferably wealth management.
- Proven track record of leading large-scale technology implementations and change management initiatives.
- Strong understanding of client support workflows, CRM systems, and digital engagement tools.
- Exceptional leadership, communication, and stakeholder management skills.
- Analytical mindset with experience using KPIs and client feedback to drive decisions.
Preferred Skills- Experience with Salesforce, ServiceNow, or similar platforms.
- Familiarity with AI-driven support tools and omnichannel service models.
- Background in Lean Six Sigma or similar process improvement methodologies.
Pay Range: $189,108.00 - $315,180.00
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!
