Senior Client Service Manager

Vanguard•Malvern, PA

7d•Hybrid

About The Position

To act as the liaison for Vanguard Workplace clients, partnering with Client Services, Implementation Services, Operations, Trust Services, Participant Services, and all other internal Vanguard departments to meet and exceed client expectations to further client satisfaction and loyalty.

Requirements

Undergraduate degree in business-related discipline or equivalent combination of training and experience.
Minimum of three years of progressively responsible work experience including successfully managing a client service workload.
Client Relationship Management skills.
Client focused.
Ability to organize, prioritize, and multitask.
Analytical and detail oriented.
Excellent written and verbal communication skills.
Ability to exercise good judgment in decision-making.
Excellent time management skills.
Excellent knowledge of retirement plans.
Demonstrated leadership with the ability to persuade and influence.
Strong project management skills.

Nice To Haves

Proficiency with Microsoft Office Products preferred.
Strong knowledge of Institutional processing requirements and workflows preferred.

Responsibilities

Partners with Relationship Managers in the execution of client service needs for all clients.
Acts as liaison between all affected internal departments to coordinate and lead the resolution of processing and administrative issues. Communicates issues related to daily plan administration to all affected internal and external parties.
Acts as point of contact for the relationship by working with outside vendors and all appropriate parties.
Coordinates special processing events by working with clients and internal departments to ensure accurate processing of special events. Works directly with clients on operational issues, service adoption and plan enhancements.
Adheres to all internal policies, procedures and guidelines in the handling of processing and administrative issues.
Anticipates client needs and works directly with clients on operational issues, service adoptions and plan enhancements.
Analyzes operational issues and collaborates with clients and internal departments to identify trends and eliminate errors that impact processing and daily administration.
Works in partnership with all affected internal departments to ensure the highest quality service and compliance with ERISA, in accordance with Vanguard’s policies and procedures, and clients’ plan provisions and workflows.
Actively participants in or leads Vanguard Unmatchable Excellence (VUE) initiatives, including continued focus on VUE related activities, such as metrics tracking and reporting, proactively seeks new ways to exceed VUE dashboard goals and provides suggestions for improvement.
Independently evaluates client relationship to recommend strategic plan and workflow changes to streamline operational efficiencies, resulting in the highest quality of service.
Provides mentoring for less tenured Client Relationship Administrators.
Initiates development of new services through project teams. Participates and leads special projects and other duties as assigned.
Establishes and communicates detailed procedures with all impacted internal and external areas for the on-going administration of plans.
Participates in special projects and performs other duties as assigned.