AVP - Continuous Improvement - Frontline Transformation Strategy

Overview

LPL Financial is seeking an experienced AVP, Continuous Improvement to join our Frontline Transformation Strategy team. This role will assist in business process improvement efforts across the firm and leverage initiatives to optimize cross-functional workflows while improving overall effectiveness of our processes. The ideal candidate will assist teams in applying process engineering principles to design optimized business processes leading to increased advisor experience (AX), reduced rejects and inbound Service Center calls which will materially reduce internal cost-to-serve metrics.

The person would apply the best practices for business performance improvement and process design, is able to evaluate and assess gaps and opportunities and develop scalable outcomes. In this position, the person will strategize with the business team to develop solutions with a focus on process improvement, automation, quality control, and scalability. The ideal candidate has the strong communications skills required to succeed as part of a dynamic cross-functional team.

• Research:
  Research and summarize best practice standards relevant to process management. Makes recommendations on appropriate solutions based on research.
• Root Cause Analysis:
  Ability to perform RCA to get at the underlying issue, then recommend improvements based on those findings.
• Data Analysis:
  Identifies data source, gathers and analyzes data relevant to processes identified for process improvement initiatives. May recommend data requirements. Develop and evaluate metrics to measure process improvement outcomes and their alignment with strategic program objective.
• Process Recommendations:
  Prepares process recommendation documents, process maps, supporting metrics, business requirements and related impact analyses for less complex processes or for portions of larger or inter-related processes.
• Change Management:
  Participate in change management activities associated with process improvement. Engages leadership and stakeholders to obtain support and buy in for changes. Partners with management, project champions, and process owners to align process improvement initiatives with business objectives.

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.

• 5+ years of experience with Voice of the Customer (VOC) and identifying both internal and external friction points experienced
• Experience defining and analyzing processes using root cause analysis
• Experience working with cross-functional teams to deliver process improvements

• Creative, adaptive and an experienced practitioner; with a growth mindset and superior collaboration skills
• Able to create and stop and see the big picture while also rolling up the sleeves to "get into the details" as needed
• Superior communication and collaboration skills with the ability to communicate effectively at all levels of the organization; inclusive of written and verbal communications
• Ability to work with minimal guidance and supervision
• Experience in a fast moving, entrepreneurial environment
• Driven individual, always seeking to improve and grow a plus
• Handle pressure well; you will be working with the senior team on advancing initiatives based on the information and recommendation you provide
• Collaborate with business teams to understand the current process, policies, and procedures
• Be a change agent to help the business move to understand how their processes impact the entire organization

• Bachelor Degree
• Lean Six Sigma Green Belt
• SIE and Series 7
• All Microsoft applications, particularly, PowerPoint, Visio, Word, Access, and Excel
• Understanding of LPL's technology suite
• Ability to leverage Medallia and other Voice of Customer tools

$97,876-$163,126/year. Actual base salary varies based on factors, including…