Manager, Service Center

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 talented group of around 15 Service representatives, serving as a guiding force in delivering exceptional service to our valued investors and advisors.

Responsibilities

• Directly lead and guide a team of about 15 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results

• Coach individual team members in real time, inclusive of coaching sessions after pain points identified or client escalation so as to further develop your team’s call management skills

• Support Service Professionals and clients through service escalations, as needed

• Use performance reports, including individual frontline metrics and various team metrics to better coach and develop your team, and manager performance as necessary

• Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary

• 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

• Partner with HR colleagues and advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance

Requirements

• Bachelor’s Degree preferred or 6+ years experience in financial services or wealth management
• 2 years experience as team lead or manager of a team preferred
• SIE and Series S7 required within 90 days of employment

Core Competencies

• Experience coaching, employee development and managing and supporting employee performance
• Ability to drive results within a team
• Demonstrated proficiency in customer service
• Communication skills; both written and verbal
• Problem solving skills and ability to analyze performance data trends
• 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 employees (in-office and remote)