EPS Team Lead: Coaching & Service Excellence

LPL Financial; Charlotte (NC); Hybrid; USD 67,000 - 111,000; Full time

Job summary

LPL Financial Holdings Inc. seeks a Manager of the Employer Plan Services (EPS) team to lead about 20 service professionals within Retirement Services, coaching in real time and guiding the team to deliver exceptional client experiences.

You will use performance data to drive coaching, support escalations, and collaborate with HR on development plans while maintaining a client-centric approach.

Qualifications

• Bachelor’s degree or 6+ years of related experience.
• Minimum 2 years as a team lead or manager.
• SIE required.
• FINRA Series 7 or willingness to obtain within 90 days.
• Strong coaching and performance management skills.

Responsibilities

• Directly lead and guide a team of about 20 service professionals, establishing performance objectives and providing coaching.
• Coach team members in real-time and after pain points are identified to develop call management skills.
• Support team, advisors, and end clients through service escalations as needed.
• Use performance reports to coach, develop, and manage team to performance.
• Identify trends and areas for improvement and advocate for resources.
• Identify, interview, and hire exceptional team members.
• Execute administrative duties: timecards, time-off requests, attendance.
• Partner with HR and advise senior leadership on action plans to enhance performance.

Skills

Coaching & leadership

Customer service

Communication skills

Problem-solving

Agile mindset

Education

Bachelor's Degree

Tools

SIE

FINRA Series 7

Job description

LPL Financial Holdings Inc. seeks a Manager of the Employer Plan Services (EPS) team to lead about 20 service professionals within Retirement Services, coaching in real time and guiding the team to deliver exceptional client experiences.

You will use performance data to drive coaching, support escalations, and collaborate with HR on development plans while maintaining a client-centric approach.