Manager, Service Center

LPL Financial • Fort Mill, SC

2d • Hybrid

About The Position

As a Service Manager at LPL Financial, you'll step into a pivotal role at the heart of our Client Success team. In this position, you'll lead a talented group of around 15 Service representatives, serving as a guiding force in delivering exceptional service to our valued investors and advisors. You will play a crucial role in executing LPL’s mission by providing real-time coaching and development of your team, building your team’s capability, and ensuring clients are provided service and experience that reflects our commitment to excellence. You will demonstrate critical thinking and problem-solving skills by navigating a variety of complex topics with your team and leveraging your contact center expertise to provide consultative support to your team and those working directly to build repeatable solutions for our clients and LPL as a whole. Your dedication to client satisfaction and your ability to effectively lead and coach your team will be instrumental in driving success and maintaining our client-centric values. By taking care of our advisors, you'll enable them to better serve their clients, further solidifying our reputation as a trusted financial partner.

Requirements

• Bachelor’s Degree or 6+ years of progressive experience in related fields
• Minimum of 2 years as a team lead or manager of a team
• SIE Required
• S7 required or obtained within 90 days of employment
• Highly skilled at coaching, employee development, and managing and supporting employee performance
• Strong ability to drive results within a team
• Demonstrated proficiency in customer service
• Excellent communication skills; both written and verbal
• Problem-solving skills and ability to analyze performance data trends
• Agile mindset

Nice To Haves

• Financial services or FinTech experience
• Call center or service center high volume call and team management
• Professional coaching certifications
• Knowledge of project management tools and techniques
• Experience managing hybrid employees (in-office and remote)

Responsibilities

• Directly lead and guide a team of about 15 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results.
• Coach individual team members in real-time, inclusive of coaching sessions after pain points identified or client escalation to further develop your team’s call management skills.
• Support Service Professionals and clients through service escalations, as needed
• Use performance reports, including individual frontline metrics and various team metrics to better coach and develop your team, and manager performance as necessary
• Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary.
• Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection.
• Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance.
• Partner with HR colleagues and advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance.

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