Team Lead, Client Representatives

Vanguard • Malvern, PA

1d • Hybrid

About The Position

Oversees a team of Client Representatives, provides guidance on handling more complex requests. At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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). These will be determined by Compliance based on role-specific duties.

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 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.

Benefits

• Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees