Manager, ATST - Tech Support

LPL Financial • Tempe, AZ

27d • Onsite

About The Position

Lead with Purpose, Unlock Your Team’s Passion: At LPL, people leaders hold the key to the employee experience — shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win – clients, LPL, and most importantly our, employees. If you're ready to lead with intention and discover what’s possible, LPL Financial invites you to apply today. Job Overview: The ATST (Tech Support) Frontline Manager co-manages the ATST (Tech Support) Team, which is comprised of over 109 individuals who are supporting technical inbound calls regarding the products utilized across our advisor and client-facing platforms. This manager reports to the Assistant Vice President of ATST. In addition, the team supports various initiatives across the company and within LPL to continuously improve and expand our product offerings. As a Manager of the Service organization, you will lead a team of 10-15 Service Professionals that will support LPL Financials advisors via multiple communication structures such as phone, and email, implementing and identifying needed improvements to our processing and interfaces, creating, and delivering training content for our frontline staff.

Requirements

• 3+ years of Call Center Management and managing staff.
• 3+ Years of Leadership Experience.

Nice To Haves

• Bachelor degree in Information Systems or equivalent
• CompTIA A+ Certification
• Other Tech Certifications is a plus
• T1 and T2 IT Help Desk Experience
• Core Competencies: Commit to owning the customer experience by driving satisfaction to high levels and adhering to our corporate values
• MS Office proficiency
• Competency in usage of Nexidia, Nice, CXOne, Tableau
• Leadership skills (servant leadership)
• Team Building experience
• Ideal Team Player Characteristics: Humble, Hungry and People Smarts
• Communication skills
• Client focused mindset
• Ability to provide effective feedback
• Organizational skills
• Detail Oriented

Responsibilities

• You will co-manage the ATST staff which includes all aspects of managing people: hiring, performance management, goal setting, setting daily and weekly team priorities, and developing talent.
• Identify developmental needs and opportunities, recognize staff contributions, motivate employees, ensure clear and consistent communications up and down the organization, and complete performance and pay reviews.
• Drive employee satisfaction by routinely engaging with staff through coaching, team huddles, and engagement events.
• Manage and monitor daily workflow to ensure SLAs are met and deliver world-class service that delights our advisors.
• Handle Advisor escalation requests to resolution using all appropriate resources.
• Lead team in consultative training approach to help advisors gain further value from our advisor-facing platforms and capabilities.
• Participating in identifying, supporting and implementing system and process initiates that improve the experience and expand our capabilities.
• Provide thought leadership and support to the product-facing teams.
• Actively manage system outages. Create suitable workarounds and ensure system issues are reported tracked and fixed promptly.
• Review process workflow to increase efficiencies and identify potential areas for improvement (i.e., ease of doing business).
• Ensure compliance with regulatory requirements, anticipate - as well as adapt to regulatory changes.
• Actively review procedures, identify areas of risk, and ensure proper controls are in place to mitigate risk through reporting and operational audits.

Benefits

• LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees