Client Services Team Leader

Vanguard•Malvern, PA

3d•Hybrid

About The Position

As an Investment Services Team Leader, you’ll guide and coach client-facing crew to deliver service excellence. With a sharp focus on reducing tail experiences and elevating service quality through empathy and ownership, you’ll foster a culture of accountability, continuous improvement, and client-first thinking. If you're passionate about developing talent and helping clients meet their investment goals, this is your opportunity to lead with purpose and make a lasting impact. In this role you will hone the following skills: Coaching and performance management Communication and change leadership Leading through the Vanguard Management System Operational decision-making Problem solving and process improvement

Requirements

Minimum of three years related work experience in the Financial Services industry.
Undergraduate degree or equivalent combination of training and experience required.
This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.
Coaching and performance management experience.
CRM proficiency.
Experience in the contact center.

Nice To Haves

Two years experience in client services preferred.
Supervisory experience preferred.

Responsibilities

Hires, evaluates, and supervises crew.
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.
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.