Manager - Banking Service Center | Tempe Junction, AZ, USA
Manager - Banking Service Center
Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!
Job Overview:
As a manager, in the newly created Banking service team, you will oversee a small call center. This team will serve as the primary point of contact for LPL Financial Professionals who have inquiries related to LPL's cash management account / product. A Cash Management Account (CMA) enables banking features such as checkwriting, debit cards, and bill pay services to an underlying investment account. The manager position will oversee building out this new team, along with day-to-day operations of the call center and work closely with their product partners to drive strategic decisions on enhancements. The ideal candidate would have experience managing service centers within the wealth management or banking industry but have a strong passion for excellence and talent management.
Responsibilities:
People Management (40% of role focus):
• Monitor, coach, set performance goals, and motivate staff. Assist in the ongoing training and personal development of staff. Track individual and team progress and decide when they have reached milestones for continuous improvement and performance. Ensure staff are adhering to assigned shifts and are effectively completing work in a timely manner
• Ensure frontline agents have needed resources, support, and expectations to best support financial professionals, their office staff and end-clients.
• Administrative management duties: timecard approvals, interviews, review time off requests, track attendance, etc.
• Conduct daily huddles and regularly cadenced team meetings in-person and/or via WebEx to ensure consistent communication with the team
• Drive team culture and team engagement to instill continuous improvement, best in class service, advisor advocacy, and lean into LPLs mission and value statements:
• LPL's Mission: "We take care of our advisors so they can take care of their clients"
• LPL's values: one team on one mission, deliver results for our advisors and clients, value progress over perfection, stop and consider the big picture, seek embrace and apply feedback.
Advisor Support and Advocacy (30% of role focus):
• Provide superior customer service to large base of financial professionals; measurable by various key performance indicators (SLA's, Service Quality metrics, efficiency metrics).
• Call center management: create and maintain key performance indicators for new service model, and manage all aspects of call center management including daily performance, schedule maximization, forecasting and workforce management needs.
• Embrace financial professional and end-client feedback and seek to identify ways to improve the overall experience for banking and LPL Financial.
• Handle escalations requiring managerial support. Identify opportunities to proactively mitigate advisor friction, and ensure transparency across leadership team of opportunities and risks.
Continuous Improvement and Vendor Management (20% of role focus):
• Acts as a liaison between LPL Financial and our partner bank (UMB Bank, n.a.) for Financial Professional support and resolution
• Partners internally with product management and executive leadership along with UMB Bank, n.a. to drive desired outcomes for product growth; ultimately having a material (positive) impact to the service model and service center
• Creates continuous improvement feedback loops to ensure seamless execution on delivery roadmap that is informed by advisor friction points.
Risk Management (10% of role focus):
• Regularly exercise discretion and business judgment
• Maintains and proactively updates business continuity plans as the banking program expands
What are we looking for?
We want strong collaborators who can deliver a world-class customer service experience for LPL's Financial Professionals. 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:
• 3 + years of financial services experience (wealth management or banking)
• Experience with vendor relationship management a plus
• Bachelor's degree in finance, business, accounting or economics.
• Ability to quickly learn and maintain knowledge in a very dynamic environment
• Ability to multi-task, strong attention to detail, excellent problem-solving and follow-up skills.
• MS Office experience required
• Experience managing a team
• Experience in a call center environment
• Regulatory licenses (e.g. s++, s7, s66) or designations a plus (e.g. ACAM, CFP, PMP)
Core Competencies:
• Must be flexible to work varying schedules and hours as needed
• Highly refined communication skills, both written and oral, with ability to present materials to the highest levels in the organization and serve as one of the recognized subject matter experts on the team
• Demonstrate business acumen and the ability to interact with senior leaders, including developing, presenting, and gaining approval on any business cases and funding requests
• Actively anticipates, identifies, and manages risks within position scope and at the company
• Effectiveness in this role requires strong leadership abilities as well as a solid working knowledge of LPL policies and procedures
#LI-PA
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) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.
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.
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 @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) 575-6+47.
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