Sr. Analyst, Operational Readiness

LPL Financial; New York (NY); On-site; USD 92,000 - 153,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial is seeking a Senior Analyst, Operational Readiness in New York to drive readiness planning for advisor- and investor-impacting initiatives. You will coordinate across Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management to ensure clear communications and readiness before major launches.

You will analyze operational risks, prepare executive summaries, and help optimize routing and service delivery to improve advisor

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 3-6+ years of experience in operational readiness, project management, business operations, workforce management, change management, business analysis, or related field.
• Demonstrated experience coordinating multiple cross-functional initiatives and stakeholders while managing risks, dependencies, decisions, and deadlines.
• Strong Microsoft Excel, PowerPoint, data analysis, written communication, verbal communication, and executive-presentation skills.
• Strong organizational, analytical, and problem‑solving skills, with the ability to translate complex information into clear communications, recommendations, and action plans.

Responsibilities

• Partner with Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management teams to plan readiness for advisor- and investor-impacting initiatives.
• Conduct readiness assessments to identify operational impacts, risks, dependencies, training needs, communication requirements, potential call drivers, and service-demand implications.
• Maintain awareness of upcoming product launches, technology changes, defect remediations, regulatory initiatives, business events, routing strategies, queue structures, advisor segmentation models, and service support frameworks.
• Develop and distribute Service-wide readiness communications, executive summaries, frontline talking points, FAQs, knowledge articles, manager huddle content, and awareness materials.
• Maintain readiness dashboards, calendars, project trackers, status reporting, decisions, risks, and action items; elevate concerns and dependencies when appropriate.
• Analyze historical call-driver data, queue performance, contact-driver trends, transfer patterns, routing outcomes, and service-performance metrics to forecast impacts and identify mitigation opportunities.
• Prepare executive-level presentations and status updates, summarizing initiative impacts, readiness progress, operational risks, and mitigation strategies.
• Support routing optimization initiatives by documenting business requirements, validating operational workflows, assessing readiness impacts, and coordinating communications and training plans.
• Collaborate with Workforce Management and Service Operations to evaluate demand impacts and recommend routing, skill, queue, workflow, or support-model adjustments.
• Monitor post-launch performance to identify unintended routing impacts, volume shifts, escalations, or advisor-experience concerns and recommend corrective actions.
• Contribute to continuous improvement efforts that strengthen readiness processes, communications, contact resolution, operational efficiency, and stakeholder experience.

Skills

Excel

PowerPoint

Data analysis

Written communication

Verbal communication

Executive presentation

Education

Bachelor's degree or equivalent relevant experience

Tools

NICE CXone

Genesys

Job description

Where Ambition Meets Innovation

Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you'll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.

Generate Interest

Help shape how frontline teams prepare for the business events, product launches, technology releases, and process changes that affect advisors and investors. In this individual contributor role, you will turn complex operational information into practical readiness plans, clear communications, and data-informed recommendations that improve service delivery and the advisor and client experience.

Job Overview

As a Senior Analyst, Operational Readiness, you will support the planning, assessment, and execution of readiness activities for advisor- and investor-impacting initiatives. You will partner across Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management to help frontline teams prepare for upcoming business events, product launches, technology releases, defect remediations, regulatory initiatives, and process changes. You will independently coordinate multiple initiatives, identify operational risks and dependencies, analyze service and routing impacts, and develop mitigation strategies that reduce call drivers and improve the advisor and client experience.

Responsibilities

• Partner with Product, Technology, Operations, Communications, Marketing, Learning & Development, Service, and Workforce Management teams to plan readiness for advisor- and investor-impacting initiatives.
• Conduct readiness assessments to identify operational impacts, risks, dependencies, training needs, communication requirements, potential call drivers, and service-demand implications.
• Maintain awareness of upcoming product launches, technology changes, defect remediations, regulatory initiatives, business events, routing strategies, queue structures, advisor segmentation models, and service support frameworks.
• Develop and distribute Service-wide readiness communications, executive summaries, frontline talking points, FAQs, knowledge articles, manager huddle content, and awareness materials.
• Maintain readiness dashboards, calendars, project trackers, status reporting, decisions, risks, and action items; elevate concerns and dependencies when appropriate.
• Analyze historical call-driver data, queue performance, contact-driver trends, transfer patterns, routing outcomes, and service-performance metrics to forecast impacts and identify mitigation opportunities.
• Prepare executive-level presentations and status updates, summarizing initiative impacts, readiness progress, operational risks, and mitigation strategies.
• Support routing optimization initiatives by documenting business requirements, validating operational workflows, assessing readiness impacts, and coordinating communications and training plans.
• Collaborate with Workforce Management and Service Operations to evaluate demand impacts and recommend routing, skill, queue, workflow, or support-model adjustments.
• Monitor post-launch performance to identify unintended routing impacts, volume shifts, escalations, or advisor-experience concerns and recommend corrective actions.
• Contribute to continuous improvement efforts that strengthen readiness processes, communications, contact resolution, operational efficiency, and stakeholder experience.

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, are driven to help our clients succeed. We value those who embrace creativity and continuous improvement and contribute to a culture where we win together and create and share joy in our work.

Requirements

• Bachelor's degree or equivalent relevant experience.
• 3-6+ years of experience in operational readiness, project management, business operations, workforce management, change management, business analysis, or related field.
• Demonstrated experience coordinating multiple cross-functional initiatives and stakeholders while managing risks, dependencies, decisions, and deadlines.
• Strong Microsoft Excel, PowerPoint, data analysis, written communication, verbal communication, and executive-presentation skills.
• Strong organizational, analytical, and problem‑solving skills, with the ability to translate complex information into clear communications, recommendations, and action plans.

Core Competencies

• Operational readiness, change coordination, and execution excellence
• Data analysis, risk identification, and solution development
• Cross-functional collaboration and stakeholder communication
• Independent prioritization, attention to detail, and accountability
• Client-focused continuous improvement

Preferences

• Experience in financial services, contact center operations, workforce management, service operations, or operational support.
• Experience supporting contact routing, skill-based routing, queue management, advisor segmentation, IVR workflows, service optimization, or related initiatives.
• Familiarity with NICE CXone, Genesys, or other contact centers and routing technologies.

Pay Range

$91,670.00 - $152,852.00

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!

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(6) , 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.

For further information about LPL, please visit www.lpl.com.

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. 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 [phone].

EAC 5.19.26