Location: Fort Mill, SC (This is a hybrid role requiring 3+ days/week onsite in an office location.)

Do you want to help LPL Service delight financial advisors the way they delight their clients?  Are you passionate about helping others launch and grow their careers in financial services?  Are you interested in all aspects of customer service, and do you have what it takes to lead a department of credentialed and qualified individuals who form into dynamic and high-performing teams?

We are seeking a vice president (VP) of our Service Center to oversee 200+ Financial Service Professionals (FSPs) supporting some of our largest institutional clients and their financial advisors, providing a best-in-class service experience on the phones, in email and in chat.

Our Service team, which sits within LPL’s Finance, Operations, Risk, Service and Supervision organization under our President and Chief Financial Officer, is comprised of over 1,300 frontline staff and leaders responsible for delivering exceptional day-to-day support and guidance to LPL’s network of independent advisors, institutions, and staff.  Service is the number one correlated driver to advisor satisfaction and getting service right, in both quality and efficiency, is one of the top priorities of the firm.

Job Overview:

The VP of Service is a full-time position located in Fort Mill. Reporting to the Senior Vice President of Service Execution and Strategic Enablement, this position has day-to-day leadership level responsibility for multiple service teams delivering transactional support (e.g., money movement, new accounts, account transfers) to industry personnel – mainly Financial Advisors and their office staff – working inside financial institutions.

Responsibilities:

• People Leadership and Performance Management: Lead a team of AVPs, Managers and Financial Service Professionals (FSPs) including to ability to performance manage to role standards, engage employees across levels, and create a strong team culture.
• Relationship Building and Client-Focus: Foster strong relationships with key institutional clients, understanding their needs and ensuring expectations are met.
• Operational Excellence: Identify and resolve operational issues that impact client satisfaction, ensuring smooth and efficient processes.
• Problem-Solving and Critical-Thinking: Address and resolve complex client issues, providing tactical, and sometimes strategic, solutions and ensuring long-term satisfaction.
• Strong Internal Partnership: Partner closely with Client Success Management and Client Solutions teams to ensure enterprise-wide collaboration on solutions for the client, influencing key decision making.
• Performance Monitoring: Track and analyze client satisfaction and call center efficiency metrics, using data to drive improvements and report on performance to senior leadership. Leverage a strong management routine to drive optimal performance and continuous improvement.
• Budget Management: Recommend appropriate resource capacity and competency for delivering client service excellence, at the smartest cost possible.

We want a strong collaborator who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Qualifications:

• Bachelor's degree
• 10+ years of experience in the finance industry with strong background in service or operations
• FINRA Series 7, 63 and 66 required
• Minimum 5 years of people management experience

Preferred Qualifications:

• Series 24 Highly preferred
• C-Suite level presentation experience

  #LI-PA