AVP, Client Experience Manager - Masters

LPL Financial

1d•$97,528 - $162,547

About The Position

As the leader in delivering an elite and differentiated service experience, the role will be responsible for leading one of our Client Success Pods for our Master’s club level advisors which represent the top 5% of LPL’s advisors. The Client Success Pod brings together service, case management and a client experience manger into one dedicated team with leverage points to supervision, relationship management and marketing to provide a differentiated level of service and enhance the client experience

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 or obtained within 90 days.
Finance industry experience required, with focus on customer 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

Lead a pod of dedicated service professionals, service manager, and case management supporting 200 of our Master’s level financial advisor practices. Includes day-to-day oversight of the holistic experience for each firms that the Pod supports.
Serve as primary point of contact for complex cases and escalations for firms assigned to a pod 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.
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 25% of time will be spent on proactive outreach campaigns for identified firms (reducing items not in good order (NIGO), specialized training, etc.), 75% 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 within the pod and individual firms.
Review quarterly survey results and build action plans around “at-risk” firms, use survey results to educate pod team and improve performance where needed.
Work with leadership team to identify and execute professional development opportunities for all pod staff.
Resolve performance and staffing issues and quickly escalate any risks and concerns to leadership