Senior VP Regional Manager leading multiple branch operations, ensuring excellent customer service and production goals. Overseeing personnel management and compliance in a fast - paced environment.
About the role
- Vice President of Knowledge Management at LPL Financial leading knowledge creators and leveraging AI solutions for service content. Transforming content management strategies to improve client experience and satisfaction.
Responsibilities
- Develop and execute the Service organization’s knowledge management strategy aligned to achieve both short and long-term call deflection and client experience goals.
- Partner with Service, Product and other stakeholders to align knowledge assets with organizational needs.
- Lead and mentor a multi-disciplinary team of content creators, including writers, instructional designers and content architects.
- Transform content curation and creation using the latest available artificial intelligence solutions.
- Provide leadership and oversight to ensure successful execution and delivery of critical technology and process improvement initiatives.
- Partner with internal and external AI chatbot product partners to identify strategic opportunities to improve the effectiveness of digital help
- Oversee the curation, creation and governance of high quality knowledge assets such as knowledge base articles and FAQs.
- Collaborate with other client-facing knowledge base partners to ensure the content management system continues to meet the team’s evolving needs.
- Develop and execute a monitoring program which surfaces actionable insights to facilitate continuous improvement and optimal call deflection performance
Requirements
- 3+ years managing knowledge management and/or content strategy teams;
- Direct experience leading knowledge management consumed by chatbots or conversational AI technologies
- 3+ years in wealth management industry
- 5+ years in financial services
- Proven ability to build and lead high performing teams
- Exceptional writing and communication skills
- Deep familiarity with content management systems and capabilities offered by AI technology
- Passion for customer experience
- Ability to influence leadership through effective communication and story-telling;
- Skilled in stakeholder management
- High emotional intelligence; a collaborative and inclusive approach
- Proficiency in problem-solving and implementing both near-term and long-term solutions.
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
- competitive total rewards package designed to support success at work, at home, and at play
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