AVP, Client Experience Manager - IAN

LPL Financial•Boston, MA

5d•$97,541 - $162,534

About The Position

As the leader of the Independent Advisor Network (IAN) Service model, the AVP – Client Experience Manager plays a critical role in delivering a differentiated and exceptional service experience for our advisors. Partnering closely with Field Management leaders, this role combines strategic leadership with hands-on execution to drive operational excellence, develop high-performing teams, and elevate the overall client experience. The ideal candidate brings a blend of strategic thinking, talent leadership, business acumen, and problem-solving expertise to inspire innovation, enhance service delivery, and achieve meaningful business outcomes. Our primary mission is to provide Financial Advisors and their Support Staff with a trusted, high-touch support experience that enables them to navigate LPL with confidence, better serve their clients, and grow their businesses. As the AVP – Client Experience, you will lead efforts to strengthen this experience by driving service excellence, fostering strategic partnerships, and ensuring consistent delivery across the Independent Advisor Network (IAN) Service model. In addition to leading day-to-day operations, you will contribute to organizational initiatives and strategic projects that support the evolution of the service model while offering opportunities for your own professional growth and career advancement. The ideal candidate is a self-starter with deep experience in branch operations, service, and/or back-office functions, coupled with a proven ability to influence outcomes, collaborate across multiple business units, and lead teams through change in a dynamic environment.

Requirements

Series 7 (required within 90 days of hire)
Minimum 5 years of experience in the finance industry with a strong background in service, operations, or compliance
Finance industry experience is required, with a focus on customer-facing roles and organizations
Minimum of three years leadership experience
Experience leading and supporting service teams within a broker-dealer or custodian environment, with a proven ability to drive operational excellence, team performance, and an exceptional advisor experience.
Demonstrates an entrepreneurial mindset with a passion for innovation, proactively identifying opportunities to enhance processes, improve outcomes, and drive continuous improvement.
Demonstrated ability to build and maintain strong partnerships with business leaders, fostering effective communication, alignment, and collaboration to drive shared objectives and successful outcomes.
Strong financial services background with experience supporting and leading initiatives across both W-2 and 1099 advisor models.

Responsibilities

Serve as the primary liaison between Field Management, LPL Service, and Operations, advocating for advisor and client needs while ensuring seamless cross-functional collaboration.
Lead and support Service Delivery Consultants and Field Management team in resolving complex, high-priority issues, providing strategic guidance and escalation management as needed, and maintaining ownership of critical matters through resolution to deliver an exceptional service experience.
Collaborate across teams to advance advisor support talent development by identifying skill-building opportunities, shaping professional development programs, and fostering career growth. Use advisor and support staff insights to inform continuous improvement efforts, ensuring programs remain relevant, effective, and aligned with evolving business and client needs.
Partner with the Program Manager to develop, document, and maintain Standard Operating Procedures (SOPs) that establish clear, consistent processes and best practices. Ensure procedures are scalable, aligned with business objectives, and support operational efficiency, service excellence, and a consistent advisor experience across the organization.
Leverage data and business insights to assess current outcomes, anticipate emerging trends and potential impacts, and develop strategic recommendations for business partners and IAN advisors. Use a big-picture perspective to identify opportunities that enhance operational efficiency, strengthen the advisor experience, and support scalable service delivery.
Partner with Field Management to identify recurring escalation and support themes, enabling targeted advisor training and proactive solutions that reduce call volume and improve the overall service experience.
Collaborate with Field Management to establish a scalable framework for assessing evolving advisor needs, identifying opportunities for continuous improvement, and driving initiatives that enhance the advisor experience and business outcomes.
Manage and coordinate Field Management survey distribution, analyze results and trends, and provide regular stakeholder updates highlighting key insights, performance metrics, advisor feedback, and actionable recommendations
Participate in town halls, webinars, and client engagement initiatives that support IAN model objectives and enhance the overall advisor and firm experience with LPL.
Support the growth and development of dotted-line team members by providing timely, meaningful feedback, coaching, and guidance that promotes professional growth, engagement, and performance.