Matt Ballentine
Huntersville,NC
Summary
Dynamic leader with extensive experience at LPL Financial, driving performance through effective coaching and change management. Skilled in organizational planning and relationship building, fostering a high-performing team culture while implementing process improvements.
Respected for organizational and interpersonal aptitudes, implementation of strategic initiatives, project management and results-focused interactions across organization. Strategic in implementing and monitoring progress of important initiatives and actions plans.
Fast learner who is skilled in working in fast-paced, pressure filled environments and adapting to changes quickly.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Vice President
LPL Financial
07.2023 - Current
- Lead an organization of Financial Service Professionals, Team Leads, and Team Managers ranging from ~65 employees to ~125 employees (Core Service)
- Lead from 5 - 8 direct reports (Team Managers) via 1:1s, Team Huddles, Talent Calibrations, etc.
- Drive performance against Service Center Key Performance Indicator (KPI) metrics (Quality Score, Hold Time, Transfer Rate, etc.) via coaching and/or Performance Management
- Work directly with clients on escalated/complex issues, delivering time-sensitive, positive results while balancing client needs against regulatory & risk guardrails
- Partner with various Operations teams across multiple subject matters to ensure information flows both ways and both groups are up to date on policy changes, software incidents, fraud risks, etc.
- Lead and/or contribute to various small and large scale projects, specializing in Change Management and Process Implementation
- Contribute to short, medium, and long-term planning/goal setting for Core Service, setting realistic stretch goals with both Client and Employee Experience at the forefront
Team Manager
LPL Financial
09.2021 - 07.2023
- Lead a team of 12 - 25 Financial Service Professionals and/or Team Leads via 1:1s, Team Huddles, Quality Calibrations, etc.
- Drive performance against Service Center KPI's (Quality Score, Hold Time, Transfer Rate) etc. via coaching and/or Performance Management
- Identify high-performing employees and develop their skills for future leadership positions within Core Service
- Work with HRSC to manage out via Progressive Discipline employees who are not a strong fit in the Service Center
- Utilize Standard Work to set clear priorities/goals for the team and evaluate whether said priorities/goals have been achieved via Performance Reviews
- Work directly with clients on complex/escalated issues, delivering time-sensitive, positive results while balancing client needs against regulatory/risk guardrails
- Lead and/or contribute to various small and large scale projects, including workstreams reporting up through Executive Leadership
Team Lead
LPL Financial
01.2021 - 09.2021
- Act as a Subject Matter Expert and assist Financial Service Professionals (FSPs) with escalated/complex issues arising from inbound calls
- Work directly with the Team Manager to apply coaching to FSPs in areas of opportunity, helping to drive performance against Service Center KPIs (Quality Score, Hold Time, Transfer Rate, etc.)
- Assist Team Manager in messaging/communicating Change Management to the team, ensuring the FSPs are informed on policy/procedure updates, technical incidents, risk alerts, etc.
- Monitor Service Levels/inbound call queues and take measures to prevent degradation of performance, including proactive assistance to FSPs, Off-Phone Activity monitoring/coaching, etc.
Financial Service Professional
LPL Financial
08.2018 - 01.2021
- Handle 30 - 80 inbound calls from Financial Advisors and/or internal partners per day
- Assist callers with issues ranging from simple to complex, involving multiple departments in Service and/or Operations
- Perform against Service Center KPIs (Quality Score, Hold Time, Transfer Rate, etc.)
- Participate in pilot groups for various product and/or training rollouts
- Actively participate in Team discussions/meetings, and ensure leadership is informed of call drivers, software incidents, etc.
Education
Bachelor of Arts - Criminal Justice
University of North Carolina At Charlotte
Charlotte, NC12-2014
Skills
- Contact Center Leadership
- Coaching & Performance Management
- Communication (Written & Oral)
- Change Management
- Process Implementation
- Entry-Level Project Management
- Various Software (Excel, PowerPoint, Word, Smartsheet, One Note, etc)
- Networking/Relationship Building
- Short, medium, and long-term goal setting/planning
Certification
FINRA Certifications: SIE & Series 7
Timeline
Assistant Vice President
LPL Financial
07.2023 - Current
Team Manager
LPL Financial
09.2021 - 07.2023
Team Lead
LPL Financial
01.2021 - 09.2021
Financial Service Professional
LPL Financial
08.2018 - 01.2021
Bachelor of Arts - Criminal Justice
University of North Carolina At Charlotte