AVP, Client Experience Manager - Strategic Wealth

About the position

As the leader in delivering an elite and differentiated service experience, the role will be responsible for leading one of our Strategic Wealth Client Success Pods. The Client Success Pod brings together Service, Case Management and Supervision functions into one team dedicated to support our Strategic Wealth clients.

Responsibilities

• Lead a pod of dedicated financial service professionals, service manager, case manager and supervision professionals who support our Strategic Wealth 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 bi-annual Client Success Pods 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.
• Coordinate with LPL's recruiting team and participate in Strategic Wealth recruitment Home Office Visit (HOVs) opportunities.

Requirements

• Series 7 (required within 90 days of hire date)
• 5+ years of experience in the finance industry with strong background in service, operations or compliance

Nice-to-haves

• Series 24
• 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
• 1 plus year people leadership experience

Benefits

• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off