Digital Manager, Service Center

Lead with Purpose, Unlock Your Team's Passion

At LPL, people leaders hold the key to the employee experience - shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win - clients, LPL, and most importantly our, employees.

If you're ready to lead with intention and discover what's possible, LPL Financial invites you to apply today.

Job Overview:

As a Digital Services Manager at LPL Financial, you'll play a pivotal role in our Service Center Organization. Your responsibilities include leading a talented group of approximately 15 Service representatives. You'll guide them in delivering exceptional service to our valued investors and advisors across live chat, web inquiries, and email. Your mission is to provide real-time coaching, develop your team's capabilities, and ensure clients receive service that reflects our commitment to excellence.

Responsibilities:

• Team Leadership: Directly lead and guide your team, setting performance and career objectives. Provide coaching and foster motivation to achieve optimal results.
• Real-Time Coaching: Coach individual team members, addressing pain points and client escalations to enhance customer management skills.
• Process Improvement: Leverage data insights to iterate and innovate existing processes. Establish documented operating procedures.
• Customer Satisfaction: Develop and implement strategies to increase customer satisfaction, first call resolution, and live chat concurrency.
• Service Escalations: Support Service Professionals and clients during escalations.
• Performance Metrics: Use performance reports to coach and develop your team. Identify trends and areas for improvement.
• Talent Acquisition: Identify, interview, and hire exceptional team members.
• Administrative Management: Handle timecard approvals, review time-off requests, and monitor attendance.
• Collaboration: Establish productive relationships with key business partners, including live chat product and tech owners.

What are we looking for?

We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• Bachelor's Degree or 6+ years of progressive experience in related fields

• Minimum of 2 years as a team lead or manager of a team

• SIE Required

• S7 required or obtained within 90 days of employment

Core Competencies:

• Highly skilled at coaching, employee development, and managing and supporting employee performance
• Strong ability to drive results within a concurrent support environment
• Demonstrated proficiency in customer service
• Excellent communication skills; both written and verbal
• Problem-solving skills and ability to analyze performance data trends
• Agile mindset

Preferences:

• Experience with Microsoft Dynamics or CXOne's live chat software
• Experience implementing AI-assisted chat software
• 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)

Benefits:

• Competitive pay and compensation package
• Comprehensive benefits packages include health care, paid vacation and holiday time off, paid volunteer time off, and more
• Access to onsite gym, recreation spaces, and cost-free mental wellness support

Your dedication to client satisfaction and effective team leadership will drive success and reinforce our client-centric values. By taking care of our advisors, you'll empower them to better serve their clients, solidifying our reputation as a trusted financial partner.

#LI-PA

Pay Range:

$66,744.00 - $111,240.00

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!

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.

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.

For further information about LPL, please visit www.lpl.com.

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.

EAC 5.19.26