SVP, Agent Support Enablement

LPL Financial; Texas; Hybride; USD 189 000 - 315 000; Plein temps

Avantages offerts par ce poste

401K matching

health benefits

employee stock options

paid time off

volunteer time off

Résumé du poste

LPL Financial (NYSE: LPLA) seeks a strategic, technology-forward executive to modernize agent support and enablement. You will define the enterprise strategy for platforms, workflows, knowledge, and AI-enabled solutions to deliver scalable, compliant service across channels.

The role partners with Service, Operations, Technology, Product, Learning and Development, Risk, Compliance, Legal and Data to create an operating model that improves resolution, reduces effort, and enhances digital adoption

Qualifications

• 12+ years of progressive leadership experience in service, operations, enablement, product, or technology within wealth management, brokerage, banking, insurance, or other regulated financial services.
• Demonstrated success leading large-scale service transformation, platform modernization, or operating-model change with measurable improvements.
• Experience owning enterprise CRM, case management, knowledge management, workflow automation, contact‑center, digital service, or AI‑enabled support capabilities.
• Experience leading teams and complex programs across business, technology, data, risk, compliance, and third-party partners.
• Bachelor’s degree or equivalent in a relevant field.

Responsabilités

• Define and execute a multi-year agent support enablement strategy aligned with advisor and client experience priorities.
• Own the roadmap for CRM, case management, knowledge management, workflow automation, and omnichannel service experiences.
• Redesign end-to-end service journeys to reduce transfers, improve first-contact resolution, and drive efficiency.
• Lead platform selection, vendor governance, implementation, integration, and value realization for enterprise support technologies.
• Establish a modern knowledge and content operating model with accurate, contextual, and compliant guidance.

Connaissances

Leadership

Strategy

Change management

AI enablement

Executive partnership

Formation

Bachelor's degree or equivalent

Outils

Salesforce

ServiceNow

Microsoft Dynamics 365

Genesys

NICE

Amazon Connect

Pega

Description du poste

Lead with Purpose, Unlock Your Team’s Passion At LPL, people leaders shape the employee experience, drive performance, and help teams reach new heights. When our leaders succeed, our employees, advisors, and clients succeed. If you are ready to lead with intention and help define what is possible, LPL Financial invites you to apply.

Build the Future of Advisor and Client Support LPL Financial is seeking a strategic, technology-forward executive to modernize how support teams serve financial advisors and their clients. The Senior Vice President, Agent Support Enablement will define and execute the enterprise strategy for the platforms, workflows, knowledge, analytics, and workforce capabilities that power consistent, efficient, high-quality service across channels. This leader will connect business strategy with practical execution, simplifying the agent experience while improving service outcomes, scalability, and control in a highly regulated environment.

Job Overview

This executive will lead a multidisciplinary enablement function spanning support technology, workflow transformation, knowledge management, analytics, adoption, and continuous improvement.

The role will partner across Service, Operations, Technology, Product, Learning and Development, Risk, Compliance, Legal, and Data to create a cohesive operating model for agent support. Success will be measured through improved resolution, reduced effort and cycle time, stronger digital adoption, higher employee and client satisfaction, and disciplined risk management.

Responsibilities

• Define and execute a multi-year agent support enablement strategy aligned with LPL’s advisor and client experience priorities, growth plans, and operating model.
• Own the roadmap for CRM, case management, knowledge management, workflow automation, quality tools, conversational AI, agent-assist capabilities, and omnichannel service experiences.
• Redesign end-to-end service journeys using data, interaction insights, feedback, and process analysis to remove friction, reduce transfers and repeat contacts, and improve first-contact resolution.
• Lead platform selection, business cases, vendor governance, implementation, integration, and value realization for enterprise support technologies.
• Establish a modern knowledge and content operating model that delivers accurate, contextual, and compliant guidance at the point of need.
• Partner with Learning and Development and business leaders to drive role-based training, change readiness, adoption, coaching, and reinforcement for new tools and processes.
• Create an enterprise measurement framework covering productivity, quality, client effort, employee experience, digital containment, resolution, risk, and financial impact.
• Build and lead a high-performing organization with clear accountability, strong succession planning, and effective management of employees, contractors, and strategic partners.
• Embed governance, privacy, cybersecurity, model risk, records management, supervision, accessibility, and auditability into solution design and ongoing operations.

What Are We Looking For?

We are looking for a decisive, collaborative leader who can translate service challenges into scalable business and technology solutions. The strongest candidates combine deep operating discipline with a product mindset, develop strong teams, and influence across complex stakeholder groups while keeping advisor and client outcomes at the center of decisions.

Requirements

• 12+ years of progressive leadership experience in service, operations, enablement, product, or technology, including significant responsibility in wealth management, brokerage, banking, insurance, or another regulated financial services environment.
• Demonstrated success leading large-scale service transformation, platform modernization, or operating-model change with measurable improvements in productivity, quality, experience, or cost.
• Experience owning enterprise CRM, case management, knowledge management, workflow automation, contact‑center, digital service, or AI‑enabled support capabilities.
• Experience leading teams and complex programs across business, technology, data, risk, compliance, and third-party partners.
• Bachelor’s degree or equivalent relevant experience.

Core Competencies

• Enterprise strategy and transformation: Converts business priorities into clear roadmaps, operating models, investment decisions, and measurable outcomes.
• Digital, data, and AI enablement: Applies automation, analytics, machine learning, generative AI, and agent‑assist capabilities responsibly to improve service delivery.
• Operational excellence: Uses journey mapping, process redesign, capacity insights, quality management, and continuous improvement to simplify work and strengthen execution.
• Executive partnership and influence: Aligns senior stakeholders, communicates trade‑offs clearly, and drives decisions across organizational boundaries.
• People leadership: Builds accountable, inclusive teams and develops leaders who can operate effectively through change.

Preferences

• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, Genesys, NICE, Amazon Connect, Pega, or comparable enterprise service platforms.
• Experience deploying generative AI, conversational AI, intelligent routing, knowledge retrieval, quality automation, or real‑time agent‑assist solutions with appropriate controls.
• Lean Six Sigma, product management, change management, or service‑design experience.

Pay Range

Pay Range: $189,108.00 - $315,180.00 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.

• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off
• and more

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 thriving businesses. 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.

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 LPL Financial is the nation’s largest independent broker-dealer.*

Our company is widely known for its financial strength, exceptional service, and favorable industry reputation among financial professionals. To understand who we are, it’s important to know our core belief: financial guidance is a fundamental need for everyone. LPL Financial creates the space to let you do what you do best – create personal, long-term client relationships that turn financial aspirations into realities. Each year, thousands of financial professionals successfully manage billions of dollars in assets. Because our company is not too big and not too small, you can seize the opportunity to make a real impact. To learn more about our organization visit our About LPL page.

As reported by Financial Planning magazine, June 1996-2019, based on total revenue.

Want to learn more about the benefits of working at LPL? Check out the links below! We Are LPL Benefits Culture Social Responsibility

EOE.