AVP, Service Center

LPL Financial•Tempe, AZ

5d•Onsite

About The Position

The AVP of Service is a full-time position located in Tempe. This position has day-to-day leadership level responsibility for multiple service teams delivering transactional support (e.g., money movement, new accounts, account transfers) to industry personnel – mainly Financial Advisors and their office staff – working inside financial institutions. This role is pivotal in ensuring We provide exceptional service and support.

Requirements

Bachelor's degree
5+ years of experience in the finance industry with an emphasis on service mindset and people management.
3+ years of leadership experience in a customer contact center environment

Nice To Haves

Series 7
Series 24

Responsibilities

Lead a team of Managers and Financial Service Professionals (FSPs) including to ability to performance manage to role standards, engage employees across levels, and create a strong team culture.
Foster strong relationships with key institutional clients, understanding their needs and ensuring expectations are met.
Identify and resolve operational issues that impact client satisfaction, ensuring smooth and efficient processes.
Address and resolve complex client issues, providing tactical, and sometimes strategic, solutions and ensuring long-term satisfaction.
Partner closely with Client Success Management and Client Solutions teams to ensure enterprise-wide collaboration on solutions for the client, influencing key decision making.
Track and analyze client satisfaction and call center efficiency metrics, using data to drive improvements and report on performance to senior leadership. Leverage a strong management routine to drive optimal performance and continuous improvement.
Recommend appropriate resource capacity and competency for delivering excellent client service, at the smartest cost possible.