Senior Manager, Client Case Representatives

Vanguard • Malvern, PA

4d • Hybrid

About The Position

This role is responsible for leading a team of Client Case Representatives, ensuring high-quality client service, and contributing to the development and implementation of Vanguard's service model. The Senior Manager will manage relationships across departments, track quality standards, and maintain expert knowledge of Vanguard's products and the financial services industry. The position is based in Malvern and operates under a hybrid working model.

Requirements

• Minimum of eight years related work experience in the Financial Services industry.
• Undergraduate degree or equivalent combination of training and experience.

Nice To Haves

• Three years experience in client services preferred.
• Supervisory experience preferred.
• Graduate degree 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.
• Participates in the development, implementation, and augmentation of Vanguard's service model to enhance the client experience and address client needs. Contributes to the development of short and long term goals and solutions for the department.
• Manages the development of relationships across Vanguard departments. Ensures interactions between departments are conducted according to Vanguard policies and regulatory requirements. Supports initiatives that ensure all related departments and crew are positioned to fulfill client needs.
• Leads the tracking and implementation of quality standards for the department or subdivision. Oversees resolution of sub-departmental staffing issues to maximize operational quality.
• Develops and maintains expert-level 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.
• Participates in special projects and performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree