AVP, Workforce Management

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? 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!

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

As LPL's Associate Vice President of Workforce Management, you will report directly to the Vice President of our Workforce Management Data Analytics unit. A key part of your role will be to liaise with business partners across the firm to move initiatives from implementation to execution (i.e. Human Capital, Finance, etc.). You will be responsible for managing the effectiveness of our workforce resources, making change recommendations to senior leadership, managing service center shrinkage and other factors to ensure the business center delivers targeted service standards.

Responsibilities:

• Oversee workforce management software platform, including configuration, integration with technology and voice services, and ensuring required components for accurate forecasting and scheduling are executed without impact to business users.
• Oversee and maintain ownership of the workforce management team’s responsibilities which include SLA and metrics review, short-term forecasting, and scheduling for all frontline, L2, Trading, and Operations teams. Processing all schedule change requests promptly, and maintaining an active list of all employee attributes. Create new metrics as necessary to ensure the team maintains accuracy and productivity.
• Recommends business, workforce, or process changes to improve service levels based on analysis of current or historical performance. Includes recommendations to maintain service delivery while reducing cost, reorganization of call types, or process improvements to benefit customers and employees.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Produces accurate Short Term Forecasts and reports on anticipated volume, AHT, and staff needs across all product lines. Analyze real-time performance and identify opportunities to improve.
• Develops and implements comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting
• Develops appropriate dashboards with performance indicators and reporting mechanisms to ensure service center performance meets operating standards and to facilitate effective decision support.
• Organizes project tasks, structures information collection activities and sets timelines for completion of required tasks.
• Develops and maintains scheduling processes. Serves as the resident expert on workforce management software package.
• Oversees technology and process improvements to ensure the highest level of possible customer satisfaction and cost-effectiveness.

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 with a focus on business or analytics.
• 3 + years of experience directing workforce management activities in centers of 200+ agents, primarily in a financial services organization or in a progressive firm
• 5+ years of experience with an emphasis on a service mindset and people management

Core Competencies:

• Experience forecasting, scheduling, and analyzing performance with WFM tools such as NICE IEX, Aspect, Genesys, Verint or related software, including assessment of call routing strategies.
• Ability to create strategies and drive programs independently to completion
• Extensive experience in workforce management and planning, capacity planning, long-term forecasting and strategy
• Leader with the ability to motivate a team while implementing new processes both within the team and outside it.
• Proven capacity to act as a liaison between operations projects and technology support, and Experience forecasting with WFM applications and working with call routing strategies
• High attention to detail with the ability to synthesize information, metrics, and KPI s from multiple sources and distill it in crisp, clear language appropriate for a variety of audiences including technology and business executives
• Flexibility and resiliency with change and business pressures with the ability to work in a high volume, fast paced environment with changing priorities
• Proficiency in Microsoft Outlook, MS Excel, and MS Word required, Strong proficiency in PowerPoint

#LI-PA

Pay Range:

$95,600.00 - $159,300.00

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!

Why LPL?

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL? Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits? 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.