AVP, New Client Acclimation – Digital Enablement

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you! 

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 22,000 financial advisors, 1,100 institution-based investment programs, and 500 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

As one of the fastest growing wealth management firms in the industry we strive to be the best at on-boarding new business to our firm and acclimating them to all LPL has to offer so they can thrive in the next chapter of their business journey. 

As AVP of New Client Acclimation – Digital Enablement, you will lead the design, implementation, and ongoing execution of the digital-first component of the Acclimation program for advisors and institutions joining LPL through large acquisitions. This programmatic, yet personalized approach is focused on ensuring a positive client experience through all stages of the advisor journey. We aim to ensure a seamless experience for our advisors and institutions from the time of deal announcement, during conversion, and throughout their tenure at LPL.

The program is owned by the Client Success organization and will deliver a seamless end-to-end experience for new-to-LPL clients so they can navigate, operative and thrive with confidence.

Responsibilities:

Leadership & Execution

• Support design and execution of the digital-first component of LPL’s Acclimation program for large acquisitions.
• Expand existing model to focus on scalability through digital solutions and one-to-many engagements
• Design and deliver scale-enabling solutions using a variety of tools (dashboards, workflows, digital tutorials, etc.)
• Define and monitor completion of key deliverables and milestones for all new clients onboarded through large acquisitions.
• In collaboration with Relationship Management, provide strategic guidance and infrastructure support to deliver a seamless experience for clients transitioning to LPL as part of an acquisition.
• Build strong relationships and collaborate with internal business partners to strategize and develop innovative solutions for an industry-leading client experience during the acclimation phase of joining LPL.
• Success in role is measured based net promoter scores at end of 12 months, and experiential surveys throughout acclimation. There are also key leading metrics indicating acclimation and integration effectiveness, volume of clients engaged, and removing dependency on LPL to operate for day-to-day questions, how-to’s and processing support.
• A high-energy, inspirational leaders who loves to design, build, evolve and operate in a highly collaborative and fast paced environment will thrive at LPL.

Project Management

• Reporting on pipeline activity, accomplishments and risk areas for the Acclimation and Integration Program
• Leverage data to identify opportunities, influence capabilities development, and guide continuous improvement for the firm through Voice of Customer department.
• Responsible for the management of program planning, quarterly business reviews, monthly forecasting, and pipeline management at both the client, and LPL executive levels
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner, through collaboration with partners across the firm.
• Provide program updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
• Utilize and maintain a client level performance dashboard with all required metrics for all clients participating in the pilot.
• Relationship building and collaboration with internal partners and clients to build engagement and support of initiatives.
• Review survey results and build both program or client specific action plans as required
• Participate in business discussions on client’s business readiness for transition both in and out of program.
• Communicate insights and recommendations effectively to the broader team.
• Involved in continuous improvement of program and future scalability across wider client base.
• Responsible for maintaining Advisor facing Acclimation content channel 
• Responsible for seamless transitions to relationship management team as key milestones are achieved in acclimation.
• Participate in the Digital community platform as a program moderator
• Set the strategy for new-to-LPL digital community needs that complements the Acclimation & Integration Program through Peer-to-Peer connection, sharing and learning.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 5+ year of experience in wealth management (finance industry), in client facing roles.
• 5+ years of proven, hands-on leadership experience
• Project management experience with a successful track record of delivering strong results and program management. 
• Ability to negotiate, trouble-shoot and problem-solve collaboratively with partners and internal team members.
• Excellent time management and prioritization skills. Able to maintain an organized, well-run sales process and meet required turnaround times. Comfortable within a fast-paced work environment.
• Ability to formulate, document, and articulate a strategic approach to program design, execution, and evolution.
• Culturally sensitive and team oriented with outstanding influencing skills.
• Expert level proficiency with the Microsoft Office product suite: (min. Excel, PowerPoint required)
• Familiarity with Salesforce and Tableau (preferred)
• Able to occasionally travel to visit with key clients and stakeholders.

Core Competencies:

• Ability to effectively manage multiple initiatives/projects at one time, work within a team, show strong attention to detail, communicate clearly and concisely, work comfortably with incomplete information, and deal with ambiguity in a fast-paced environment.
• Self-driven individual with high level of motivation, positive attitude, commitment to excellence and integrity, and hunger to contribute to a growing team in a start-up-like atmosphere
• Must possess strong proficiency with Microsoft PowerPoint, Excel, and Salesforce
• Robust analytical skills with an ability to identify relevant data, evaluate business opportunities within the context of a larger organization, influencing leadership based on data-driven decisions by presenting findings in a clear and actionable manner
• Proactive problem solver, expected to present problems and recommendations simultaneously
• Ability to partner with cross-functional teams and business leaders to develop, execute, and implement strategies to enhance the New Client Acclimation program

Preferences:

• Bachelor’s degree, with an MBA or relevant graduate degree
• Experience in consulting on business transformation and driving change within large, complex organizations.
• Knowledge of the wealth management industry
• Prior experience in building and empowering highly effective teams
• #LI-Hybrid #LI-Onsite #LI-PA #FortMill #FortMillSC #SouthCarolina #Tempe #TempeAZ #Arizona #DigitalEnablement #Acclimation #WealthManagement #Finance #Leadership

Pay Range:

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. 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.