AVP, Client Experience Manager

LPL Financial•San Diego, CA

About The Position

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you! 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 18,000 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 personalized 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. Job Overview: As the leader in delivering an elite and differentiated service experience, the role will be responsible for working closely with one of our service teams supporting our Institution leaders and advisors.

Requirements

Minimum of 3 years’ 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
Series 7 required.
Finance industry experience required, with focus on client facing roles and organizations
Experience working in service and/or supervisory teams within a broker-dealer or custodian
An entrepreneurial mindset that supports continuous improvement and innovation.
Ability to multi-task, work on multiple priorities, work independently and as a team in an ambiguous and dynamic environment
Professional demeanor with strong written and verbal communication
Organized and strong problem-solver

Responsibilities

Serve as primary point of contact for complex cases and escalations and ensure they are addressed in a timely manner and with high accuracy.
Work with cross functional leadership teams to partner in resolving friction items and identify continuous improvement opportunities to increase ease of doing business.
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 which either meet or exceed goals set.
Target 30% of time will be spent on proactive outreach campaigns (reducing items not in good order (NIGO), specialized training, etc.), 70% of the time will be spent on reactive day-to-day case escalations, problem solving and team/individual check-ins either via the phone or email.
Utilize key metrics and reporting to proactively identity trends
Solicit feedback to identify opportunities for personalization and program improvement.
Relationship building and collaboration with internal partners and clients to overcome obstacles and find solutions and explain/understand the “why”.
Work with leadership team to identify and execute professional development opportunities for all staff.
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 and influence our client’s firm-wide experience with LPL.