Client Services Specialist, Vanguard Spain

About Vanguard Spain

Vanguard is a company built on the simple premise that an investment firm should manage its funds solely in the interests of its clients. Since establishing the first indexed mutual fund in the U.S. in 1976 Vanguard has grown into one of the worlds largest and most respected investment management companies. Globally Vanguard manages some 10.4 trillion US Dollars on behalf of our clients. Our experience in Europe is a compelling 15-year growth story and we are excited to invite applications for vacancies in our new Spain Office in Madrid.

We have worked with clients in Spain for many years and have deep rooted client relationships on the ground. Opening the office in Madrid will allow us to broaden and deepen those relationships with wholesale and adviser clients. Spain is one of the largest investment management markets in Europe but is characterised by low penetration of indexing and ETFs. As one of the largest passive and active investment managers in the world Vanguard is well positioned to help Spanish investors understand the benefits of low-cost index funds and ETFs.

About the role

As aClient Services Specialist you will begin with a comprehensive training period inLondon where you will integrate with and learn from theLondon-based Client Management team of which you will be an integral part. While your primary location will beMadrid you will maintain a strong and ongoing collaboration with the wider team in London. This role reports to aManager based in London.

You will be responsible for managing and resolving client inquiries delivering clear thoughtful and effective solutions. As a key member of Vanguards newly establishedMadrid office you will play a vital role in supporting clients inSpain while also supporting clients in other regions and contributing to broader regional initiatives as needed.

In this position you will serve as a trusted representative of Vanguard working in close partnership with colleagues in London to ensure a consistent high-quality client experience across the region.

Responsibilities

• Handles client activities on a proactive and reactive basis including complex strategic initiatives new product launches and change management. Takes responsibility for relationship management activities and acts as a mentor to other team members covering Junior RM activities.
• Broadens relationships with existing clients. Supports strategy planning for a book of business. Tracks growth opportunities contributes to business planning activities and supports client account retention.
• Evaluates client needs through consultations. Uses strong relationship management skills and knowledge of client needs to help clients develop financial goals.
• Works with sales teams on new business development initiatives including providing responses to RFPs and sales queries. Looks at removing barriers to new business. Helps present Vanguard as a trusted partner in new business discussions.
• Overseas client on-boarding activity to ensure consistency of approach appropriate record keeping and that our services are offered and set up in accordance with our service level goals for each client channel.
• Projects - acts as an SME/VOC on a variety of internal projects to improve infrastructure services digital strategy cost to serve or reporting and improving how we conduct business and what we offer to our clients.
• Management reporting - provides key team statistics to the team manager identifies team service issues and works to resolve them.
• Uses technical knowledge of Vanguard funds products and services to proactively identify opportunities to strengthen the client relationship.
• Coaches junior staff to support Crew development technical skills improvements and provides experienced views on approaches to client issues.
• Covering for other Client Management team members when and if required
  

Qualifications

• Related sales support and investment client services experience

• A solid track record of working in an asset management financial advisory banking or related sector for a minimum of 5 years

• Face to face or regular phone/email client contact as a core part of a previous role.

• Team leader or mentoring experience highly valued.

• Project management skills.

• Understanding of client legal agreements.

• Fluent Spanish and English language skills to business proficiency level

• Undergraduate degree or equivalent combination of training and experience.

Special Factors

• Vanguard is not offering visa sponsorship for this position.
• Hybrid working model

Our office in Madrid

We are in the process of establishing our new office in Madrid in the Barrio de Salamanca region. This job will be based there but there will be an initial period of training in the London office.

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.