Concierge Team Leader

Vanguard•Malvern, PA

4d•Hybrid

About The Position

This role is for a Concierge Team Leader within the Participant Consulting & Education team. The team is looking for individuals to lead a team that helps participants achieve their financial goals through advice and education, optimizes service models, and shares participant insights with plan sponsors. There are two roles available: one to lead a tenured team focused on driving positive actions and delighting clients, and another to build and lead a new concierge team offer. These concierge teams provide advice and education via 1:1 consults and group webinars, offer email support, facilitate connections to ongoing management, and enable proactive outreach during key participant moments. The role involves serving as a key member of the client relationship team for a large enterprise client, leading strategic initiatives to improve outcomes, creating a seamless enterprise experience for participants, influencing senior stakeholders, shaping partner SLAs and capacity models, enhancing team effectiveness and efficiency, influencing career pathways, maintaining relationships with plan sponsors and internal partners, executing daily OKRs, coaching crew, and ensuring SLA performance, participant satisfaction, and plan sponsor reporting. The role also includes providing supervision, controls, and WSP oversight to meet risk and regulatory standards.

Requirements

Experience leading teams and engaging with plan sponsors within the retirement recordkeeping industry strongly preferred.
Track record of driving results and coaching crew to reach their highest potential.
Very strong written and verbal executive-level communication skills.
Demonstrates leadership amidst ambiguity, taking strategic opportunities from idea to successful execution with measurable results.
Takes ownership with proposing ways to enhance the participant and plan sponsor experience, while also reaching business outcomes.
Influences key decisions across senior stakeholder groups to drive alignment and results.
Proactively elevates issues and proposes a path forward for resolution.
Has their Series 7, 63, 65 & 24 licenses (preferred) or willingness to get these licenses upon entering the role.
CFP (preferred, not required).

Nice To Haves

Has their Series 7, 63, 65 & 24 licenses (preferred)
CFP (preferred, not required)

Responsibilities

Serve as a key member of the client relationship team serving and driving outcomes for one of our largest enterprise clients.
Lead strategic initiatives that materially shift outcomes (i.e. participant satisfaction, plan sponsor retention, cross enterprise results, etc.).
Create a seamless enterprise experience for participants by reducing handoffs across VWS and PW.
Influence senior stakeholders to enable these changes.
Shape and influence partners (including plan sponsor) to refine concierge team SLAs, capacity models, and volume strategy to inform targeted marketing and growth decisions.
Proactively propose opportunities to enhance concierge team effectiveness/efficiency and then implement a plan of action.
Influence career pathways and talent mobility for concierge crew across Vanguard.
Maintain highly effective relationships with the plan sponsor and internal partners.
Own day-to-day concierge team OKR execution and provide regular crew coaching.
Accountable for SLA performance, participant satisfaction from concierge team interaction, and plan sponsor concierge related reporting.
Provide supervision, controls, and WSP oversight to meet risk and regulatory standards.