Retirement Services Primary Team Leader

Vanguard•Scottsdale, AZ

31d•Hybrid

About The Position

Vanguard is seeking a Retirement Services Primary Team Leader to join their team. This role involves leading a crew, providing guidance on complex issues, ensuring service levels are met, and coaching team members on client scenarios. The Team Leader will also develop and maintain knowledge of Vanguard's products and services, understand the financial services industry, and may oversee third-party providers. This position is part of Vanguard's hybrid working model, designed to balance flexibility with in-person collaboration.

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. S7 and S63.
Excellent verbal and written communication skills.
Demonstrated ability to make sound decisions under demanding conditions.
Demonstrated ability to lead a group or individuals to meet and exceed expected results in accordance with department and organizational guidelines.
Ability to be flexible and work in an ambiguous environment.

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.
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.