Client Services Team Leader

Details:

As an Investment Services Team Leader youll guide and coach client-facing crew to deliver service excellence. With a sharp focus on reducing tail experiences and elevating service quality through empathy and ownership youll foster a culture of accountability continuous improvement and client-first thinking. If youre passionate about developing talent and helping clients meet their investment goals this is your opportunity to lead with purpose and make a lasting impact.

In this role you will hone the following skills:

• Coaching and performance management

• Communication and change leadership

• Leading through the Vanguard Management System

• Operational decision-making

• Problem solving and process improvement

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 teams 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.

Qualifications:

• Minimum of three years related work experience in the Financial Services industry. Two years experience in client services preferred. Supervisory experience preferred.

• 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.

• Coaching and performance management experience.

• CRM proficiency.

• Experience in the contact center.

Special Factor(s):

Licensing

If you are offered and accept this position and you do not have the necessary FINRA licenses for the role then you must obtain the required licenses within the specified period of time. Additionally if you are not currently registered with FINRA in any capacity prior to moving into this licensed role you will be asked to provide authorization for Vanguard to conduct a full background check including criminal employment/education history credit and public records search in accordance with FINRA regulations.

Special Factors

Sponsorship

About Vanguard

At Vanguard we dont just have a missionwere 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.