Manager, Tech Support

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Job Overview:

The ATST Frontline Manager co-manages the ATST Team, which is comprised of over 153 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.

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-including experience with inspiring, empowering and supporting team to achieve their full potential
• Strong client focus
• Ability to provide effective feedback
• Excellent organizational skills
• Problem solving and conflict resolution skills
• Strong communication skills
• Analytical Abilities
• Organizational and multi-tasking skills

#LI-DM1

Pay Range:

$74,625-$124,375/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) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

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.

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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