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! Job Overview: As a Service Manager at LPL Financial, you'll step into a pivotal role at the heart of our Client Success team. In this position, you'll lead a high-volume talented group of representatives, serving as a guiding force in delivering exceptional service to our valued investors and advisors. Whether handling inquiries, troubleshooting issues, or providing timely support, you'll play a crucial role in building the team capability and enablement to ensure clients are provided service and experience reflecting our commitment to excellence. You will also demonstrate critical thinking and problem-solving skills by navigating a variety of complex topics, leveraging your expertise to provide consultative and accurate recommendations back to advisors and clients, while building repeatable solutions for the firm as a whole. Your dedication to client satisfaction and your ability to effectively lead and coach your team will be instrumental in driving success and maintaining our client-centric values. By taking care of our advisors, you'll enable them to better serve their clients, further solidifying our reputation as a trusted financial partner. Responsibilities: Directly manage and guide a team of service professionals, establishing performance and career objectives, providing coaching, and fostering motivation to achieve optimal results. Handle client escalations from your team when management contact is required and conduct with urgency and accuracy. Coach in real time and on the court, inclusive of coach-back sessions after pain points identified or client escalation so as to further develop your team’s call management skills. Analyze performance reports, including Frontline reports and various team metrics such as average handling time (AHT), first call resolution (FCR) rate, customer satisfaction scores (CSAT), and adherence to schedule (ATS). Identify trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary. Partner with the Learning and Development team to facilitate training sessions and skill development exercises, while tracking progress, and determining readiness for advancement to the next training level. Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection. Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance. At times, jump in to offer team bandwidth by handling supporting incoming client calls ensuring team and service delivery is supported. Collaborate as a project team member on designated process improvement initiatives as directed by senior leadership. Advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance. What are we looking for? We want strong managers who thrive at coaching and 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: Bachelor’s Degree or 6 years progressive experience in related fields 2 years’ experience as team lead or manager of team Series 99 or ability to obtain within 90 days of employment Core Competencies: Demonstrated proficiency in client relationship management. Coaching, employee development and performance management skills Team management with ability to drive for results Excellent communication skills; both written and verbal Analytical thinker Problem solving skills Agile mindset Preferences: Financial services or FinTech experience Call center or service center high volume call and team management Professional coaching certifications Knowledge of project management tools and techniques Experience managing hybrid teams inclusive of remote and onsite employees Benefits: Competitive pay and compensation package Comprehensive benefits packages including health care, paid time off, paid volunteer time off and more. Access to onsite gym, recreation spaces and cost-free mental wellness support Pay Range: $67,200-$100,800/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! 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. Want to hear from our employees on what it’s like to work at LPL? Watch this! We take social responsibility seriously. Learn more here Want to see info on our benefits? 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. LPL Financial is the nation’s largest independent broker-dealer.* Our company is widely known for its financial strength, exceptional service, and favorable industry reputation among financial professionals. To understand who we are, it’s important to know our core belief: financial guidance is a fundamental need for everyone. LPL Financial creates the space to let you do what you do best – create personal, long-term client relationships that turn financial aspirations into realities. Each year, thousands of financial professionals successfully manage billions of dollars in assets. Because our company is not too big and not too small, you can seize the opportunity to make a real impact. To learn more about our organization visit our About LPL page. * As reported by Financial Planning magazine, June 1996-2019, based on total revenue. Want to learn more about the benefits of working at LPL? Check out the links below! We Are LPL Benefits Culture Social Responsibility