Manager, Tech Support

Are you a dynamic leader with a passion for driving success? Do you possess a natural talent for inspiring and motivating others to achieve greatness? Would you thrive in a role that involves analyzing data, pinpointing areas for process improvement, and spearheading initiatives that ensure operational excellence?

Excited to learn more? If so, then this could be the role for you! 

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs, and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

The ATST Manager co-manages the ATST Team, which is comprised of over 109 individuals who are supporting technical inbound calls regarding the products utilized across our advisor and client-facing platforms. This manager reports to the Assistant Vice President of ATST. In addition, the team supports various initiatives across the company and within LPL to continuously improve and expand our product offerings. As a Manager of the Service organization, you will lead a team of 10-15 Service Professionals that will support LPL Financials advisors via multiple communication structures such as phone, and email, implementing and identifying needed improvements to our processing and interfaces, creating, and delivering training content for our frontline staff.

Responsibilities:

• You will co-manage the ATST staff which includes all aspects of managing people: hiring, performance management, goal setting, setting daily and weekly team priorities, and developing talent.
• Identify developmental needs and opportunities, recognize staff contributions, motivate employees, ensure clear and consistent communications up and down the organization, and complete performance and pay reviews.
• Drive employee satisfaction by routinely engaging with staff through coaching, team huddles, and engagement events.
• Manage and monitor daily workflow to ensure SLAs are met and deliver world-class service that delights our advisors.
• Handle Advisor escalation requests to resolution using all appropriate resources.
• Lead team in consultative training approach to help advisors gain further value from our advisor-facing platforms and capabilities.
• Participating in identifying, supporting and implementing system and process initiates that improve the experience and expand our capabilities.
• Provide thought leadership and support to the product-facing teams.
• Actively manage system outages. Create suitable workarounds and ensure system issues are reported tracked and fixed promptly.
• Review process workflow to increase efficiencies and identify potential areas for improvement (i.e., ease of doing business).
• Ensure compliance with regulatory requirements, anticipate - as well as adapt to regulatory changes.
• Actively review procedures, identify areas of risk, and ensure proper controls are in place to mitigate risk through reporting and operational audits.

What are we looking for?

We want strong managers who thrive at coaching, building high-performing teams, and delivering a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team-oriented, and able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 3+ years of Call Center Management and managing staff.
• Licenses/Certifications: Series 99 required or must be obtained within 90 days.

Core Competencies:

• Commit to owning the customer experience by driving satisfaction to high levels and adhering to our corporate values
• MS Office proficiency
• Strong leadership skills
• Strong client focus
• Ability to provide effective feedback
• Excellent organizational skills
• Strong attention to details

#LI-PA 

Pay Range:

$74,600.00 - $124,400.00

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!

Why LPL?

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

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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.