SVP, Agent Support Enablement

LPL Financial; United States; Remote; USD 189,000 - 315,000; Full time

Job summary

LPL Financial is seeking a Senior Vice President of Agent Support Enablement to design and drive tools, processes, and digital enablement for client support teams across channels. The role demands strategic leadership, deep wealth management operations knowledge, and a track record of large-scale technology implementations and change management.

The candidate will lead cross-functional efforts with Technology, Operations, Compliance, and Product to uplift agent productivity, client experience,

Qualifications

• 10 or more years of experience in client service, operations, or enablement roles within financial services.
• Proven track record of leading large-scale technology implementations and change management initiatives.
• Strong understanding of client support workflows, CRM systems, and digital engagement tools.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with experience using KPIs and client feedback to drive decisions.

Responsibilities

• Develop and execute a comprehensive enablement strategy for support agents aligned with the firm’s client experience goals.
• Partner with senior stakeholders across Technology, Operations, Compliance, and Product to ensure alignment and scalability.
• Identify, evaluate, and implement platforms (CRM, knowledge management, AI/chatbots, workflow automation) that enhance agent productivity and client satisfaction.
• Lead vendor selection and integration efforts for support-related technologies.
• Collaborate with Learning & Development to design training programs that ensure agents are proficient in using tools and delivering high-touch service.
• Establish feedback loops to continuously refine tools based on agent input and performance metrics.
• Use data and analytics to identify pain points in the support journey and implement solutions that reduce friction and improve outcomes.
• Champion a culture of continuous improvement and innovation in client support.
• Ensure all tools and processes comply with regulatory requirements and internal risk standards.
• Maintain strong documentation and audit trails for all enablement initiatives.

Skills

Leadership

Communication

Stakeholder management

Analytics

Change management

Tools

Salesforce

ServiceNow

Job description

Role Overview

We are seeking a strategic and visionary leader to serve as the Senior Vice President of Agent Support Enablement. This executive will be responsible for designing, implementing, and continuously improving the tools, technologies, and processes that empower our client support teams to deliver exceptional service across all channels. The ideal candidate will have a deep understanding of wealth management operations, client expectations, and the evolving digital landscape.

Strategic Leadership

• Develop and execute a comprehensive enablement strategy for support agents aligned with the firm’s client experience goals.
• Partner with senior stakeholders across Technology, Operations, Compliance, and Product to ensure alignment and scalability.

Tool & Technology Enablement

• Identify, evaluate, and implement platforms (CRM, knowledge management, AI/chatbots, workflow automation) that enhance agent productivity and client satisfaction.
• Lead vendor selection and integration efforts for support-related technologies.

Agent Empowerment & Training

• Collaborate with Learning & Development to design training programs that ensure agents are proficient in using tools and delivering high-touch service.
• Establish feedback loops to continuously refine tools based on agent input and performance metrics.

Client Experience Optimization

• Use data and analytics to identify pain points in the support journey and implement solutions that reduce friction and improve outcomes.
• Champion a culture of continuous improvement and innovation in client support.

Governance & Compliance

• Ensure all tools and processes comply with regulatory requirements and internal risk standards.
• Maintain strong documentation and audit trails for all enablement initiatives.

Qualifications

• 10 or more years of experience in client service, operations, or enablement roles within financial services, preferably wealth management.
• Proven track record of leading large-scale technology implementations and change management initiatives.
• Strong understanding of client support workflows, CRM systems, and digital engagement tools.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with experience using KPIs and client feedback to drive decisions.

Preferred Skills

• Experience with Salesforce, ServiceNow, or similar platforms.
• Familiarity with AI-driven support tools and omnichannel service models.
• Background in Lean Six Sigma or similar process improvement methodologies.

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.

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(855) 575-6947.

EAC 5.19.26