SVP, Workforce Management – Capacity Forecasting

LPL Financial

. Develop and execute the workforce capacity and planning strategy across all inbound service channels and operational processing functions .

Posted 9/18/2026full-timeFort Mill • Arizona • United StatesLead💰 $189,108 - $315,180 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, capacity planning, and operational analytics, with a strong focus on leveraging AI and automation to enhance productivity and client experience. Proven ability to lead high-performing teams and influence organizational readiness for change in highly regulated environments.

Highest-signal resume keywords

Workforce ManagementCapacity PlanningOperational AnalyticsAI ImplementationProcess Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ForecastingOperational PlanningData AnalysisProcess OptimizationForecasting MethodologiesOptimization TechniquesMulti-Channel Customer Service ManagementAdvanced Analytics SolutionsGenerative AIAgent-Assist Technologies

Soft Skills

LeadershipCollaborationInfluencingAdvisingTeam Development

Tools & Technologies

Workforce Intelligence SolutionsAutomation PlatformsPredictive AnalyticsDigital Service ChannelsSelf-Service Capabilities

Industry Keywords

Financial ServicesBrokerageBankingWealth ManagementRegulated Industries

About the role

Key responsibilities & impact

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
Build and continuously evolve a best-in-class workforce management capability balancing client experience, employee experience, productivity, and cost efficiency
Leverage AI, automation, predictive analytics, and workforce intelligence solutions
Partner with Service, Operations, Product, Technology, Finance, and Business leaders
Establish governance, performance metrics, and operating routines
Evaluate and optimize digital service channels, self-service capabilities, AI-assisted support, and automation impacts on workforce demand
Influence organizational readiness for major business events, product launches, regulatory changes, and seasonal demand fluctuations
Build, lead, and develop a high-performing workforce planning, workforce management, and analytics team
Advise executive leadership on workforce trends, capacity risks, productivity opportunities, and future service and operations delivery

Requirements

What you’ll need

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
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

Benefits

Comp & perks

401K matching
Health benefits
Employee stock options
Paid time off
Volunteer time off
LPL Total Rewards package