Manager, ATST - Tech Support

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

The ATST (Tech Support) Frontline Manager co-manages the ATST (Tech Support) Team, which is comprised of over 109 individuals who are supporting technical inbound calls regarding the products utilized across our advisor and client-facing platforms. This manager reports to the Assistant Vice President of ATST. In addition, the team supports various initiatives across the company and within LPL to continuously improve and expand our product offerings. As a Manager of the Service organization, you will lead a team of 10-15 Service Professionals that will support LPL Financials advisors via multiple communication structures such as phone, and email, implementing and identifying needed improvements to our processing and interfaces, creating, and delivering training content for our frontline staff.

Responsibilities

• Co-manage the ATST staff which includes all aspects of managing people: hiring, performance management, goal setting, setting daily and weekly team priorities, and developing talent.
• Identify developmental needs and opportunities, recognize staff contributions, motivate employees, ensure clear and consistent communications up and down the organization, and complete performance and pay reviews.
• Drive employee satisfaction by routinely engaging with staff through coaching, team huddles, and engagement events.
• Manage and monitor daily workflow to ensure SLAs are met and deliver world-class service that delights our advisors.
• Handle Advisor escalation requests to resolution using all appropriate resources.
• Lead team in consultative training approach to help advisors gain further value from our advisor-facing platforms and capabilities.
• Participate in identifying, supporting and implementing system and process initiatives that improve the experience and expand our capabilities.
• Provide thought leadership and support to the product-facing teams.
• Actively manage system outages. Create suitable workarounds and ensure system issues are reported, tracked, and fixed promptly.
• Review process workflow to increase efficiencies and identify potential areas for improvement (i.e., ease of doing business).
• Ensure compliance with regulatory requirements, anticipate - as well as adapt to regulatory changes.
• Actively review procedures, identify areas of risk, and ensure proper controls are in place to mitigate risk through reporting and operational audits.

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 Call Center Management and managing staff.
• 3+ Years of Leadership Experience.
• 3 days per week in office.

Preferences

• Bachelor degree in Information Systems or equivalent.
• CompTIA A+ Certification.
• Other Tech Certifications is a plus.
• T1 and T2 IT Help Desk Experience.

Core Competencies

• Commit to owning the customer experience by driving satisfaction to high levels and adhering to our corporate values.
• MS Office proficiency.
• Competency in usage of Nexidia, Nice, CXOne, Tableau.
• Leadership skills (servant leadership).
• Team Building experience.
• Ideal Team Player Characteristics: Humble, Hungry and People Smarts.
• Communication skills.
• Client focused mindset.
• Ability to provide effective feedback.
• Organizational skills.
• Detail Oriented.

Pay Range

$76,864-$128,106/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 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.

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.
• Limitless Career Potential: Your career at LPL has no limits, only amazing potential.
• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients.
• Impactful Work: Our size is just right for you to make a real impact.
• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds.
• Community Focus: We care for our communities and encourage our employees to do the same.
• 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.

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.