Summary
Oversees a team of Client Representatives, provides guidance on handling more complex requests.
Responsibilities
Hires, evaluates, and supervises crew on-site or remotely. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
Oversees a large client book of business, managing relationships for 200+ clients.
Leads and develops a team of Client Representatives who serve as the Single Point of Contact (SPOC) for assigned clients.
Ensures effective management of ongoing client relationships, driving consistency and excellence across the SPOC model.
Provides guidance to crew on handling more complex issues. Generates reports and may prepare and deliver presentations to management. May serve as the initial point of contact for clients or may handle escalated issues via third-party providers.
Ensures team service levels are met. Monitors team's communications with clients and provides immediate, specific, and actionable feedback.
Coaches crew on navigation of client scenarios to strengthen client relationships and identify outside, includable assets. May collaborate with other internal partners and teams in support of the client relationship to resolve issues.
Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client service operations.
May include day-to-day oversight of third-party providers.
Participates in special projects and performs other duties as assigned.
Requirements:
3+ years of related work experience in the Financial Services industry.
2+ years of work experience in client services preferred.
Supervisory experience preferred.
Undergraduate degree or equivalent combination of training and experience required.
This job requires a regulatory license and/or registration, Series 7 & Series 63 (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.