LPL Financial

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial.

Job Overview:

The Assistant Vice President (AVP) of Omni Channel Experience for Service will lead and manage new and ongoing service initiatives for our Omni channel including Interactive Voice Response (IVR), Routing and Performance, Chat, IVR Containment and Authentication. This role is critical in transforming and/or enriching existing channel experiences for clients engaging with LPLs service center. The AVP for Omni channel will serve as the Service lead and SME, collaborating with Service leadership, Product Management, Technology, and Operations to deliver Omni channel enhancements to drive transformational efficiency and client satisfaction outcomes. Your focus will be to optimize the omni channel experience to ensure efficient call routing leveraging capabilities such as NLU (Natural Language Understanding) or similar capabilities.

Responsibilities:

• Leadership
  • Collaborate with Service leadership to align Omni initiatives with broader business goals.
  • Contribute to and execute approaches and framework to measure performance, customer satisfaction, containment rates, and ROI.
• Implementation & Governance
  • Engage with key stakeholders to define business requirements capable of delivering business outcomes. Responsible to oversee omni channel governance, the day-to-day operational and strategic development of the Interactive Voice Response (IVR) system within LPL service center to enhance voice channel experience.
  • Lead and direct internal training and change management resources to maximize service and client readiness and adoption.
  • Partner to create a comprehensive user acceptance testing plan to surface any defects prior to production release.
  • Partner with our technology and data teams to ensure relevant data is available and integrated seamlessly with existing platforms.
• Continuous Improvement
  • Oversee the daily operations, maintenance, and optimization of the IVR system to ensure efficiency, quality, and alignment with business goals.
  • Design and implement strategies to improve the IVR customer journey, including optimizing call flows, reducing wait times, and self-service options.
  • Drive a culture of innovation by partnering with service stakeholders to develop a backlog of requests for prioritization.

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:

• 3+ years of experience in a contact center leadership role with strong leadership, communication, and stakeholder management skills.
• 6+ years of hands on experience with (Contact Center as a Service) systems, IVR design and related technologies.
• 6+ years of experience transforming omni channel with a demonstrated passion for customer experience.
• Excellent oral and written communication skills are essential for collaborating with stakeholders and leading a team.
• Strong problem-solving and analytical skills for optimizing IVR performance and identifying areas for improvement.
• Ability to manage multiple projects and priorities independently and work effectively in a fast-paced environment.
• Ability to influence leadership through effective and impactful communication.
• Demonstrates contagious optimism, embracing change, is passionate about continuous learning, excels in fast-paced environments, and has an entrepreneurial mindset.
• Demonstrate understanding and able to operate within a Safe Agile methodology framework.
• Practively stays informed on CCAS (Contact Center as a Service) platform/solutions, market trends to contribute to future roadmaps.
• Time management and basic project management to manage business readiness tasks.

Preferences:

• Bachelor’s degree in Technical, Business, or related field; MBA or advanced technical degree preferred with prior experience with CCAS (Contact Center as a Service) platforms, IVR solutions.

Pay Range:

$82,688-$137,813/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) 575-6947.

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