Service Manager - Masters Pod
About The Position
As a Premium Service Manager at LPL Financial, you’ll lead a high-performing team of 10–15 Financial Service Professionals (FSPs) dedicated to delivering proactive, personalized, and relationship-driven service to our premium advisors. You’ll play a key role in elevating the client experience by coaching your team to build authentic rapport, anticipate advisor needs, and provide value beyond the immediate inquiry. This role supports one of several premium service models — including Summit, Masters, IAN, and others — each designed to offer differentiated service experiences. You’ll guide your team in developing deep advisor relationships, leveraging business knowledge, and delivering proactive communication that reflects our commitment to excellence. Your leadership will be instrumental in driving advisor satisfaction, team engagement, and continuous improvement in service performance.
Requirements
- Bachelor’s Degree or 6+ years of experience in financial services
- 2 years experience as a team lead or manager
- SIE required
- Series 7 required
- Exceptional coaching and employee development skills
- Strong relationship-building and interpersonal communication
- Ability to drive proactive service behaviors and personalized experiences
- Analytical mindset with ability to interpret performance data
- Agile and adaptable in a hybrid work environment
- Strategic Thinking: Demonstrates situational awareness and the ability to connect team-level performance trends to broader service goals.
Nice To Haves
- Experience in premium or relationship-based service models
- Financial services or FinTech background
- Professional coaching certifications
- Experience managing hybrid teams (remote and in-office)
- Familiarity with call center metrics and performance tools
Responsibilities
- Directly lead and coach a team of ~ 10–15 FSPs , setting clear performance and career development goals
- Foster a culture of personalized service , emphasizing rapport-building, business awareness, and authentic advisor engagement.
- Provide real-time coaching focused on proactive service behaviors, including anticipating advisor needs, offering strategic next steps, and referencing prior interactions
- Partner with premium offices and Client Experience leadership teams to understand service trends, identify opportunities for improvement, and communicate performance insights
- Use performance data and call quality metrics to identify coaching opportunities and drive continuous improvement
- Collaborate with Case Management and Client Experience teams to support service escalations, with a focus on resolution and relationship preservation (varies by premium model)
- Share best practices across pods and advocate for resources that enhance the premium experience
- Manage administrative responsibilities including timecard approvals, attendance, and performance documentation
- Participate in hiring and onboarding of new team members, ensuring alignment with premium service expectations
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
