Director, Advisor Support

Director Of Advisor Support

Lincoln Investment is recognized as one of Philadelphia's Top Workplaces for fifteen years, is an independent broker dealer and registered investment advisor that offers brokerage, investment advisory and other financial services. Lincoln has about 1,000 financial professionals nationwide and we serve over 310,000 clients representing over $60 billion in assets. We are a majority family-owned financial services firm that regards our employees as integral players in our continuous growth. Lincoln Investment's success is built upon our dedication to helping people retire well and promoting a work environment that fosters success. Our financial strength and profitability are natural results of "helping people, having fun, and enjoying success." Lincoln Investment offers a competitive compensation and benefits package. Our Home Office is conveniently located in Fort Washington, PA, just outside of Philadelphia.

The Director of Advisor Support manages Lincoln Investment's Virtual Sales Assistant and Investor Services Advisor Support teams. This role will support firm growth through scalable advisor support, operational excellence, and delivering a differentiated advisor and client experience. Directs the day-to-day back-office operations and service supporting ISA/VSA advisors, branches, and clients.

Virtual Sales Assistants manage critical front and back-office tasks allowing financial advisors to focus on building client relationships and their practice

Investor Services Advisor Support services Lincoln house accounts, participant direct, and terminated advisors.

Responsibilities

• Lead and develop advisor support teams within Operations, providing day-to-day direction, coaching, performance management, and prioritization to ensure timely, accurate, and consistent service.
• Oversee back-office workflows with a focus on operational efficiency, responsiveness, and a high-quality advisor experience.
• Establish and maintain clear, current, and well-documented procedures to support business activities, regulatory expectations, and consistent execution across the team.
• Partner with internal stakeholders to identify process gaps and training needs, and ensure training materials, job aids, and onboarding resources are updated, practical, and easy for team members to follow.
• Foster a culture where advisor experience is at the center of decision making, encouraging a service mindset, accountability, continuous improvement, and thoughtful resolution of advisor issues.
• Develop, monitor, and communicate team reporting and performance metrics to provide visibility into service levels, capacity, productivity, risk management, trends, and opportunities for operational improvement.
• Collaborate across Operations, Compliance, Supervision, Technology, and other business partners to share enhancements that improve advisor support and support firm growth objectives.
• Communicate professionally and clearly with advisors, employees, and business partners, including written and verbal updates, issue resolution, and best practices.
• Serve as an escalation point for complex service or operational issues, ensuring matters are resolved effectively, documented appropriately, and used as input for process improvement.
• Support a culture of compliance, risk awareness, and operational discipline by reinforcing established policies, procedures, and supervisory expectations.

Knowledge and Experience

• 5+ years Operations and/or Service Support experience within the Financial Services industry (Broker-Dealer, Registered Investment Advisor, Clearing Firm, Product Provider, etc.)
• Demonstrated experience in broker-dealer operations, advisor support, service delivery, or related financial services operations roles.
• Strong understanding of Lincoln's products, operational workflows, and the service needs of financial advisors and clients.
• Experience leading front-line or middle-management teams, including coaching, performance management, workforce prioritization, and team development.
• Knowledge of operational controls, regulatory expectations, risk management practices, and the importance of procedural consistency in a regulated environment.
• Proven ability to build, document, and enhance procedures, job aids, and training materials that support consistent execution and onboarding.
• Track record of improving processes and implementing scalable operational solutions that enhance advisor support and enable business growth.
• Ability to work effectively across cross-functional teams, including Operations, Compliance, Supervision, Technology, and other business partners.
• Experience handling escalated service or operational issues with sound judgment, professionalism, and a focus on resolution and continuous improvement.
• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and effectively with advisors, leaders, and internal partners.

• Strong attention to detail and commitment to accuracy, consistency, and operational discipline in a regulated environment.
• Ability to adapt in a positive manner to rapidly changing priorities

Education and Training

• Bachelor's degree in Finance, Business, or a related field, or an equivalent combination of education and relevant industry experience.
• FINRA Series 7 or 99
• Ongoing training in broker-dealer operations, regulatory requirements, supervisory practices, process improvement, leadership, and service excellence is expected.
• Demonstrated commitment to continuous learning and professional development to remain current on operational processes, firm policies, business changes, and advisor support needs.

Physical and Other Requirements

• May sit at workstation for extended periods of time; may view video display screen for extended periods of time.
• Operates in a fast-paced environment.
• Position may require some travel representing less than 10% of job time.

Lincoln Investment is an equal opportunity employer. Lincoln Investment prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Lincoln Investment conforms to the spirit as well as to the letter of all applicable laws and regulations.