Team Lead, Client Representatives

The Vanguard Group•Scottsdale, PA

1d•Hybrid

About The Position

Oversees a team of Client Representatives, provides guidance on handling more complex requests. Hires, evaluates, and supervises crew on-site or remotely. 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. Oversees a large client book of business, managing relationships for 200+ clients. Leads and develops a team of Client Representatives who serve as the Single Point of Contact (SPOC) for assigned clients. Ensures effective management of ongoing client relationships, driving consistency and excellence across the SPOC model. 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.

Requirements

3+ years of 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, Series 7 & Series 63 (e.g. FINRA, state, SFC).

Nice To Haves

2+ years of work experience in client services preferred.
Supervisory experience preferred.

Responsibilities

Hires, evaluates, and supervises crew on-site or remotely.
Provides guidance and training as necessary to develop crew.
Sets performance standards, reviews performance, and makes informed compensation decisions.
Oversees a large client book of business, managing relationships for 200+ clients.
Leads and develops a team of Client Representatives who serve as the Single Point of Contact (SPOC) for assigned clients.
Ensures effective management of ongoing client relationships, driving consistency and excellence across the SPOC model.
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.