SVP, Workforce Management & Capacity Forecasting

LPL Financial; Fort Mill (SC); On-site; USD 189,000 - 315,000; Full time

Benefits offered by this job

401K matching

health benefits

employee stock options

paid time off

volunteer time off

and more

Job summary

LPL Financial is seeking a SVP, Workforce Management & Capacity Forecasting to lead strategy, forecasting, planning, and capacity optimization across contact center and digital channels. This role partners with executive leaders to anticipate demand and enable scalable service delivery in a rapidly evolving environment.

We’re looking for a senior leader who can build a high-performing team, apply AI-driven insights, and align workforce plans with growth objectives while maintaining client and

Qualifications

• 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
• Demonstrated success managing multi-channel customer service environments and operational processing functions.
• Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
• Expertise with modern workforce management technologies.

Responsibilities

• Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
• Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
• Build and continuously evolve a best-in-class workforce management capability that balances client experience, employee experience, productivity, and cost efficiency.
• Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
• Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.
• Establish governance, performance metrics, and operating routines that drive accountability, operational excellence, and continuous improvement.
• Evaluate and optimize the impact of digital service channels, self-service capabilities, AI-assisted support, and automation on workforce demand and capacity requirements.
• Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations to ensure service and operational resilience.
• Build, lead, and develop a high-performing team of workforce planning, workforce management, and analytics professionals.
• Serve as a strategic advisor to executive leadership on workforce trends, capacity risks, productivity opportunities, and the future of service and operations delivery.

Skills

Workforce forecasting

Capacity planning

Operations management

Leadership

Analytics

Education

Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline

Job description

At LPL, people leaders hold the key to the employee experience - shaping culture, driving performance, and guiding individuals to new heights. Because when that happens, we all win - clients, LPL, and most importantly our, employees.

If you're ready to lead with intention and discover what’s possible, LPL Financial invites you to apply today.

SVP, Workforce Management & Capacity Forecasting

This senior leader will lead strategy, forecasting, planning, workforce management, and capacity optimization functions supporting a large-scale organization that spans contact center operations, digital engagement channels, operational processing teams, and future AI-enabled service models.

This role will partner closely with Service, Operations, Finance, and other business leaders to anticipate demand, align capacity with growth objectives, and enable scalable service delivery in a rapidly evolving environment.

Responsibilities

• Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions.
• Lead enterprise forecasting, capacity planning, and workforce optimization to ensure the right resources, skills, and capabilities are available to support client and business demand.
• Build and continuously evolve a best-in-class workforce management capability that balances client experience, employee experience, productivity, and cost efficiency.
• Leverage AI, automation, predictive analytics, and workforce intelligence solutions to improve forecasting accuracy, productivity, and operational effectiveness.
• Partner with Service, Operations, Product, Technology, Finance, and Business leaders to align workforce plans with growth objectives, strategic initiatives, and business priorities.
• Establish governance, performance metrics, and operating routines that drive accountability, operational excellence, and continuous improvement.
• Evaluate and optimize the impact of digital service channels, self-service capabilities, AI-assisted support, and automation on workforce demand and capacity requirements.
• Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations to ensure service and operational resilience.
• Build, lead, and develop a high-performing team of workforce planning, workforce management, and analytics professionals.
• Serve as a strategic advisor to executive leadership on workforce trends, capacity risks, productivity opportunities, and the future of service and operations delivery.

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

Requirements

• Bachelor's degree in Business, Analytics, Data Science, Economics, Engineering, Mathematics, Operations Management, or another quantitative discipline.
• 15+ years of experience leading workforce management, capacity planning, operations planning, service operations, or related functions.
• Demonstrated success managing multi-channel customer service environments and operational processing functions.
• Expertise in workforce forecasting and management, capacity planning, operational analytics, service operations, and process optimization
• Expertise with modern workforce management and operational planning technologies.

Preferences

• Experience within financial services, brokerage, banking, wealth management, or highly regulated industries.
• Experience implementing AI, machine learning, or advanced analytics solutions within service or operations environments.
• Experience leveraging Generative AI, agent-assist technologies, and automation platforms to drive productivity improvements.
• Knowledge of operations research, forecasting methodologies, and optimization techniques.
• Experience leading large-scale workforce transformation initiatives.

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 that they need to run thriving businesses.

For further information about LPL, please visit https://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.

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].