Sr. Analyst, Operational Readiness

LPL Financial•Fort Mill, SC

3d•$91,670 - $152,852

About The Position

Help shape how frontline teams prepare for the business events, product launches, technology releases, and process changes that affect advisors and investors. In this individual contributor role, you will turn complex operational information into practical readiness plans, clear communications, and data-informed recommendations that improve service delivery and the advisor and client experience. As a Senior Analyst, Operational Readiness, you will support the planning, assessment, and execution of readiness activities for advisor- and investor-impacting initiatives. You will partner across Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management to help frontline teams prepare for upcoming business events, product launches, technology releases, defect remediations, regulatory initiatives, and process changes. You will independently coordinate multiple initiatives, identify operational risks and dependencies, analyze service and routing impacts, and develop mitigation strategies that reduce call drivers and improve the advisor and client experience.

Requirements

Bachelor's degree or equivalent relevant experience.
3-6+ years of experience in operational readiness, project management, business operations, workforce management, change management, business analysis, or related field.
Demonstrated experience coordinating multiple cross-functional initiatives and stakeholders while managing risks, dependencies, decisions, and deadlines.
Strong Microsoft Excel, PowerPoint, data analysis, written communication, verbal communication, and executive-presentation skills.
Strong organizational, analytical, and problem-solving skills, with the ability to translate complex information into clear communications, recommendations, and action plans.
Operational readiness, change coordination, and execution excellence
Data analysis, risk identification, and solution development
Cross-functional collaboration and stakeholder communication
Independent prioritization, attention to detail, and accountability
Client-focused continuous improvement

Nice To Haves

Experience in financial services, contact center operations, workforce management, service operations, or operational support.
Experience supporting contact routing, skill-based routing, queue management, advisor segmentation, IVR workflows, service optimization, or related initiatives.
Familiarity with NICE CXone, Genesys, or other contact centers and routing technologies.

Responsibilities

Partner with Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management teams to plan readiness for advisor- and investor-impacting initiatives.
Conduct readiness assessments to identify operational impacts, risks, dependencies, training needs, communication requirements, potential call drivers, and service-demand implications.
Maintain awareness of upcoming product launches, technology changes, defect remediations, regulatory initiatives, business events, routing strategies, queue structures, advisor segmentation models, and service support frameworks.
Develop and distribute Service-wide readiness communications, executive summaries, frontline talking points, FAQs, knowledge articles, manager huddle content, and awareness materials.
Maintain readiness dashboards, calendars, project trackers, status reporting, decisions, risks, and action items; escalate concerns and dependencies when appropriate.
Analyze historical call-driver data, queue performance, contact-driver trends, transfer patterns, routing outcomes, and service-performance metrics to forecast impacts and identify mitigation opportunities.
Prepare executive-level presentations and status updates, summarizing initiative impacts, readiness progress, operational risks, and mitigation strategies.
Support routing optimization initiatives by documenting business requirements, validating operational workflows, assessing readiness impacts, and coordinating communications and training plans.
Collaborate with Workforce Management and Service Operations to evaluate demand impacts and recommend routing, skill, queue, workflow, or support-model adjustments.
Monitor post-launch performance to identify unintended routing impacts, volume shifts, escalations, or advisor-experience concerns and recommend corrective actions.
Contribute to continuous improvement efforts that strengthen readiness processes, communications, contact resolution, operational efficiency, and stakeholder experience.