Digital Manager, Service Center

Digital Services Manager

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? If so, we have an exciting opportunity for you

Company Overview: LPL Financial (Nasdaq: LPLA) operates on the principle that the firm should work for the advisor, not the other way around. As a leader in the markets we serve, LPL supports over 22,000 financial advisors, 1,100 institution-based investment programs, and 500 independent RIA firms nationwide. Our commitment to the advisor-centered model ensures personalized guidance for Americans seeking financial advice. At LPL, advisors have the freedom to choose their business model, services, and technology resources, allowing them to run their perfect practice and serve their clients effectively.

Job Overview: As a Digital Services Manager at LPL Financial, you'll play a pivotal role in our Client Success team. 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.

Key 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 want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

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
• Minimum of 2 years experience with live dual-chat servicing environment
• SIE and Series 7 are required OR obtained within 90 days

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.

 

Pay Range:

$64,800-$108,000/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) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace. LPL supports over 29,000 financial advisors and the wealth-management practices of 1,100 financial institution, servicing and custodying approximately $1.9 trillion in brokerage and advisory assets on behalf of approximately 7 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.

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

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  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

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