VPII, Advisor Experience Technology - Rapid Response Team

LPL Financial is the #1 independent broker-dealer in the US, a Fortune 500 company with assets under custody and advisory assets greater than 1.5 trillion. It’s a fast-growing fintech firm (NASDAQ: LPLA) with more than 22,000 advisors and more than 1000 institutional wealth managers leveraging LPL’s technology platform and business services.

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. They also 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

We are seeking a dynamic and experienced Senior Leader for our Advisor Experience Technology Rapid Response Team (RRT) to drive operational excellence and enhance the stability and resilience of our advisor-facing applications. This role is pivotal in ensuring swift incident resolution, minimizing downtime, and fostering a culture of continuous improvement. The ideal candidate will possess a strong background in incident management, team leadership, and cross-functional collaboration, focusing on delivering exceptional results.

This is an exciting opportunity to lead a critical function within our organization, driving meaningful change and enhancing the advisor experience. If you are passionate about operational excellence and have a track record of success in incident management, we invite you to apply and be part of our journey toward greater resilience and efficiency.

Responsibilities

• Leadership and Strategy: Lead the Rapid Response Team, setting strategic direction and ensuring alignment with organizational goals. Develop and implement best practices for incident management and response, fostering a proactive approach to incident resolution.

• Matrixed Leadership: Navigate and lead matrixed efforts across various teams and departments, ensuring effective collaboration and communication. Manage reporting structures that span multiple functions, facilitating alignment and accountability.

• Incident Management: Oversee the triage, detection, debugging, and resolution of production incidents. Ensure that the team is equipped to respond rapidly and effectively to minimize the impact on advisor workflows while maintaining high service delivery standards.

• Collaboration with Executive Constituents: Engage with multiple CIO-level stakeholders to communicate incident statuses, strategic initiatives, and performance metrics. Build strong relationships to ensure alignment on priorities and resource allocation.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) related to incident response, including Mean Time to Recovery (MTTR), deployment frequency, and overall system availability. Use data-driven insights to inform decision-making and drive improvements.

• Continuous Improvement: Conduct post-incident reviews to identify root causes and implement corrective actions. Promote a blameless culture that encourages learning and innovation, ensuring that lessons learned are documented and shared across the organization.

• Training and Development: Mentor and develop team members, providing training on incident management tools and processes. Ensure the team stays current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.

• Reporting and Communication: Prepare and present regular reports on team performance, incident trends, and improvement initiatives to senior management and stakeholders. Communicate effectively to ensure all parties are informed and aligned on incident management strategies.

Goals and Objectives

• Achieve a 30% reduction in MTTR within the first year of operation, demonstrating the effectiveness of the RRT.

• Establish a robust incident management framework that enhances the overall stability of advisor-facing applications and improves service delivery.

• Foster a culture of continuous improvement, with regular training sessions and knowledge-sharing initiatives that empower team members.

• Develop and maintain strong relationships with key stakeholders, including CIO-level constituents, to ensure alignment and support for the Rapid Response Team’s objectives, enhancing overall organizational resilience.

Technical Competencies:

• Minimum 15 years of technical expertise experience with .NET, Angular, JavaScript, SQL Server, AWS (container and serverless), Git, Visual Studio, and front-end technologies including CSS, semantic HTML, and responsive design.

• Minimum of 10 years of experience in demonstrated leadership in development and incident management teams.

• Proven experience with Agile development processes.

• Strong understanding of incident management frameworks (e.g., ITIL), application support, and monitoring tools. Familiarity with cloud-based environments and DevOps practices is a plus.

Core Competencies:

• Proven ability to lead and motivate cross-functional teams in a matrixed environment.

• Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building.

• Ability to influence and drive change across the organization.

• Strong problem-solving abilities and a data-driven mindset.

• Experience in analyzing incident trends and implementing process improvements to enhance operational efficiency.

#LI-PA 

Pay Range:

$186,500.00 - $310,900.00

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.