Senior Manager, Concierge & Education Consulting Leader

Vanguard • Malvern, PA

25d • Hybrid

About The Position

This role offers exciting opportunities to drive people and business impact. The Senior Manager will provide strategic direction for a newly formed team structure, with the ability to have direct client/plan sponsor engagement and impact. They will serve as a key partner to client relationship teams, driving outcomes for broad client segments, including large enterprise relationships. The role involves leading strategic initiatives to improve participant satisfaction, plan sponsor retention, and cross-enterprise results. A key focus is creating a seamless enterprise experience for participants by reducing handoffs between Vanguard Institutional Investor Group (VGI) and Personal Wealth (PW). The leader will influence partners, including plan sponsors, to refine concierge and education team SLAs, capacity models, and volume strategy to inform targeted marketing and growth decisions. They will proactively propose and implement plans to enhance team effectiveness and efficiency, influencing senior stakeholders to enable these changes. Additionally, the role involves influencing career pathways and talent mobility for concierge crew across Vanguard, maintaining effective relationships with plan sponsors and internal partners, owning day-to-day OKR execution, providing team leader and crew coaching, and being accountable for team performance, participant and plan sponsor satisfaction, and reporting. The position also requires providing supervision, controls, and WSP oversight to meet risk and regulatory standards.

Requirements

• Experience leading participant-facing teams and engaging with plan sponsors and client relationship teams within the retirement recordkeeping industry.
• Track record of driving results and coaching crew to reach their highest potential.
• Extremely strong written and verbal 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, 65/66 & 24 licenses or willingness to get these licenses upon entering the role.

Nice To Haves

• CFP (desired, not required).
• Consistently models essential leader behaviors for crew and partners: Exhibits professional maturity even when faced with headwinds.
• Shows a growth mindset by proactively seeking out and acting on feedback.
• Leverages candor to propose solutions.
• Balances stakeholder interests and demonstrates strategic prioritization.
• Hold crew, peers, and business partners accountable if commitments aren’t met.

Responsibilities

• Provide strategic direction for a newly formed team structure.
• Serve as a key partner to client relationship teams.
• Lead strategic initiatives that materially shift outcomes.
• Create a seamless enterprise experience for participants by reducing handoffs across VWS and Personal Wealth (PW).
• Shape and influence partners (including plan sponsor) to refine concierge and education team SLAs, capacity models, and volume strategy.
• Proactively propose opportunities to enhance team effectiveness/efficiency and 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 OKR execution and provide regular team leader and crew coaching.
• Accountable for team performance, participant and plan sponsor satisfaction and reporting.
• Provide supervision, controls, and WSP oversight to meet risk and regulatory standards.

Benefits

• Working with an awesome extended leadership team in PC&E and PFS.
• Opportunity to create a new organizational construct and contribute meaningfully to enterprise initiatives.
• Ability to work with cross-departmental partners.
• Be at the intersection of leadership, advice, education, sales and operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed