Executive Vice President, Head of Service chez Lplfinancial

The Executive Vice President, Head of Service, will lead the team providing human-assisted service to LPL’s advisors, institutions, enterprises and clearing clients spanning a wide range of affiliation models and practice types.  This leader will be responsible for building and delivering large portions of an industry-defining support experience that delights our clients and helps them run thriving businesses.

The ideal candidate is an excellent leader with a value creation mindset who will provide all-encompassing business judgment as we scale our growing and evolving business and support offering. We are seeking an outstanding executive with an entrepreneurial spirit, a strategic mindset, a passion for leading teams, and demonstrated success in designing and executing large-scale transformations.

12 to 18 Month Success Measures

• Build on and optimize a multi-year roadmap for how LPL’s support channels will transform the client experience

• Achieve milestones for improving key success measures, including improved NPS, reduced cost to serve, improved digital adoption, and higher employee engagement

• Execute on pivoting to new formations, role designs, and processes that will drive improved agent proficiency and client satisfaction Implement a Target Operating Model that is aligned with the firmwide initiative to simplify and harmonize affiliation models

• Partner with Digital Enablement & Client Empowerment teams to reduce calls per advisor, improve digital adoption, and streamline the service experience

• Deploy AI-driven and chat-based service enhancements that improve Service KPIs (e.g., reduce average handle time, improve first contact resolution, etc.)

• Launch new premium client and new-to-LPL client support models

• Implement a comprehensive hiring, training, development / career pathing and compensation strategy for the tea

Responsibilities:

• Create and deploy leading processes and program designs that enable our 5 year vision and business plan in line with our enterprise goals

• Champion, execute and deliver the integration of AI, chatbots, and other digital service technologies to enhance scalability, reduce friction, and deliver a seamless omnichannel support experience

• Drive cross-functional alignment between Service, Operations, Technology, Product, and Compliance to ensure service delivery is scalable, secure, and aligned with regulatory standards

• Manage a balanced budget and perform senior management level activities including mentoring, coaching, and strategy sessions

• Closely monitor and report KPIs to all stakeholders, achieve operational and financial targets and maintain service level agreements

• Focus on operations, systems, performance metrics and data analytics. Utilize data-driven approaches to apply and create “best practice” solutions of strategic importance

• Set a high bar for other client-service functions both to clients and for employees in order to gain LPL a strong reputation for service

• Ensure tasks and processes are executed with urgency and results delivered in a collaborative, client-centric manner. Drive technical and operational readiness to meet emerging challenges from customers

• Foster a culture of high performance, transparency, accountability, ownership, and proactivity in identifying and implementing changes that improve the employee experience

• Recruit, develop and provide visionary leadership to a diverse, inclusive, engaged and empowered service team. Embrace corporate culture while actively contributing individual strengths and perspectives ensuring open, honest communication

• Transform the call center culture from one that is very transactional and reactive in nature to one that is more proactive, relationship-based and focused on both the customer experience and the employee experience

• Assess staff talent and provide feedback for employee development and succession planning

• Generate momentum and enthusiasm among the Services Representatives, and more broadly within the LPL organization, towards a deeper understanding of the critical role of customer service

• Demonstrate leadership and mentorship for direct reports across multiple sites and perform senior management level activities including mentoring, coaching, strategy sessions

• Contribute to LPL Financial goals as an employee of choice by participating, supporting, and advocating for key programs

Requirements:

• The ideal candidate has 15+ years in financial services, with 5+ years as an executive in retail wealth management – preferably in service delivery, operations, and/or branch management roles

• ​Experience leading a transformation at scale and possess strong quantitative, analytical and business reasoning skills to make and support fact-based decision making.

• Ability to provide vision, establish direction and build commitment around that direction across the organization

• Strong strategy skills through exposure to business challenges, combined with a willingness to think boldly and challenge the status quo

• Ability to manage and lead geographically dispersed teams effectively in dynamic and fast paced environment

• Problem solving skills that enable efficient identification of issues; structuring and execution of analysis; development of actionable recommendations; and implementation of those recommendations

• Experience leading digital transformation initiatives with measurable impact on client satisfaction and cost efficiency

• Executive level experience in managing hybrid service models, including both human assisted and digital channels

• Change leadership excellence and experience to include LEAN principles and experience in process re-engineering, new technology deployments, and digital transformation

• Ability to leverage others’ expertise and experience in identifying, evaluating and evolving customer needs

• Proven framework for the metrics, processes, talent and culture needed to delight customers at scale

• Combination of strategic transformational leadership with the ability to execute and remain appropriately hands-on

• Ability to ensure high standards of internal customer satisfaction; can establish and maintain credibility across all levels of the organization

• Strong executive presence that leads to effective communication of the organization’s strategic roadmap and delivery of presentations at multiple levels - to employees, clients, peers, and the Board

• A track record of success in leading and managing organizations through change

• Background in lean, six sigma, CX design, and data analytics

 

Pay Range:

300,000-500,000/year

 

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, 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. Your recruiter will be happy to discuss all that LPL has to offer!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace. LPL supports over 29,000 financial advisors and the wealth-management practices of 1,100 financial institution, servicing and custodying approximately $1.9 trillion in brokerage and advisory assets on behalf of approximately 7 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

For further information about LPL, please visit www.lpl.com.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

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