Team Lead, Flagship Client Representatives

Vanguard•Malvern, PA

6d•Hybrid

About The Position

Team Lead, Flagship Client Representatives Core 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. 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. About Vanguard 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. How We Work 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. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. 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. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.

Requirements

Minimum of three years 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 (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

Nice To Haves

Two years experience in client services preferred.
Supervisory experience 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.
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.