AVP - Continuous Improvement - Frontline Transformation Strategy

LPL Financial•Arlington, VA

21h

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.