James Truelove

Results-Driven Operations and Service Management professional with over ten years of experience leading teams in financial services and retail environments. Skilled in strategic process improvement, risk management, and compliance oversight, with a proven ability to streamline operations and strengthen audit readiness. Recognized for developing high-performing teams through effective training, coaching, and performance management.

Dedicated to delivering operational excellence, fostering collaboration, and supporting client satisfaction through disciplined execution and leadership integrity.

Manager - Operations at LPL Financial (2023-09 – 2025-10)

• Directed a team of 10-14 operations associates, overseeing performance objectives and project initiatives focused on process optimization, regulatory compliance, and sustained operational improvement.
• Directed team oversight of cash transaction approvals, ensuring adherence to risk and compliance standards, while strengthening audit readiness and minimizing operational exposure.
• Spearheaded process improvement initiatives to streamline workflows, enhance data quality, and reinforce internal control frameworks across cash operations.
• Oversaw day 2 reporting and account verification services, ensuring timely reconciliation, data accuracy, and adherence to established control procedures to support financial integrity.
• Led third-party audit process within Cash Control, partnering with internal risk management and external auditors to validate controls, strengthen compliance practices, and drive continuous operational improvement.
• Guided strategic reporting, quality control, and risk analysis efforts to identify trends, mitigate emerging risks, and support informed leadership decisions.
• Partnered with senior leadership and cross-functional teams to execute operational initiatives that improved transparency, scalability, and long-term process sustainability

Manager - Service Center at LPL Financial (2020-09 – 2023-09)

• Managed daily operations of 10-14 frontline service associates, providing coaching, mentorship, and performance feedback to drive professional growth and accountability to service standards
• Analyzed performance metrics and workflow data to identify trends, implement improvements, and ensure alignment with service-level agreements and quality standards.
• Partnered with financial advisor offices to strengthen relationships, resolve escalations, and deliver a seamless client experience.
• Led staff development initiatives, creating structured training and skill-building opportunities that enhanced service consistency and employee engagement.
• Collaborated with internal stakeholders to streamline communication channels, support process efficiency, and improve response times for client inquiries.
• Championed a culture of continuous improvement by fostering collaboration, recognizing achievements, and encouraging proactive problem-solving across the team.

Service 360 Representative and Service Resolution Professional at LPL Financial (2016-07 – 2020-09)

• Delivered frontline support to independent financial advisors and institutions, ensuring accurate and timely resolution of service requests while maintaining exceptional client experiences.
• Acted as primary escalation resource for complex inquiries, applying sound judgement and compliance knowledge to resolve issues efficiently
• Promoted to Service Resolution Professional in December 2018 in recognition of strong performance, leadership, and client service excellence.
• Provided peer coaching and training to enhance team capability, consistency, and adherence to established service-level expectations.
• Partnered with internal departments to improve communication channels, streamline workflows, and strengthen service reliability.
• Maintained trusted relationships with high-value advisor offices, reinforcing client satisfaction and long-term business partnerships.

Store Manager at Rite Aid (2012-01 – 2016-07)

• Managed daily store operations, aligning staff performance, merchandising, and customer service to meet and surpass sales objectives.
• Recruited, interviewed, hired, and onboarded all store staff, ensuring alignment with company culture and service standards.
• Developed and implemented training programs that improved employee performance, retention, and customer satisfaction.
• Oversaw all loss prevention and most HR matters within the store, fostering accountability, resolving employee concerns, and driving adherence to safety, policy, and performance expectations.
• Drove financial performance by monitoring key metrics, identifying variances, and leading initiatives to control shrinkage and optimize operational efficiency.

Bachelor of Arts in History major, with Minor in American Studies – University of North Carolina at Charlotte (2016-05)