Service Manager

About the Role

As a Service Manager at LPL Financial, you will lead a team of approximately 15 Service representatives within the Client Success team. Your role is central to delivering exceptional service to investors and advisors, executing LPL’s mission through real-time coaching and development, building team capability, and ensuring a client-centric experience. You will utilize critical thinking and problem-solving skills to navigate complex topics, provide consultative support, and build repeatable solutions for clients and LPL.

Key Responsibilities

• Directly lead and guide a team of about 15 service professionals, establishing performance and career objectives, providing coaching, and fostering motivation and team engagement to achieve optimal results.
• Coach individual team members in real-time, including after pain points are identified or client escalations occur, to further develop their call management skills.
• Support Service Professionals and clients through service escalations, as needed.
• Use performance reports, including individual frontline metrics and various team metrics, to coach and develop your team, and manage performance as necessary.
• Identify team performance trends and areas for improvement to enhance team efficiency and advocate for additional resources when necessary.
• Identify, interview, and hire exceptional team members, ensuring thorough evaluation and strategic selection.
• Execute administrative management responsibilities, including timecard approvals, reviewing time-off requests, and monitoring attendance.
• Partner with HR colleagues and advise senior leadership on progressive counseling needs for Service Professionals, actively participating in the creation and presentation of action plans to enhance performance.

Requirements & Tech Stack

• 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.

Core Competencies

• Highly skilled at coaching, employee development, and managing/supporting employee performance.
• Strong ability to drive results within a team.
• Demonstrated proficiency in customer service.
• Excellent communication skills (written and verbal).
• Problem-solving skills and ability to analyze performance data trends.
• Agile mindset.

Preferences

• 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).