Concierge Team Leader

Do you want to lead a team helping participants reach their financial goals by providing advice and education Do you enjoy optimizing service models to delight participants Are you passionate about sharing participant insights with plan sponsors If your answers are yes please keep reading and consider this job opportunity.

Come join the Participant Consulting & Education team as a Concierge Team Leader! We are hiring two roles. One will lead a tenured team that excels at driving positive actions and delighting our client. With the other role youll help build and then lead a new concierge team offer for our clients participants.

These concierge teams are unique as they deliver multiple offers through various channels. For example they provide advice and education via scheduled 1:1 consults and group webinars offer email support and facilitate connections to ongoing management and enable proactive outreach during participant moments that matter. Its an exciting time to be on the Participant Consulting & Education team as were growing quickly and investing in our infrastructure as we strive to help even more participants. This teams work directly ties to top-line OKRs around driving participant actions and building lifelong Vanguard relationships.

Some exciting opportunities to drive people and business impact within this role include the opportunity to:

• Serve as a key member of the client relationship team serving and driving outcomes for one of our largest enterprise clients.
• Lead strategic initiativesthat materially shift outcomes ( satisfactionplansponsor retention crossenterpriseresults etc.).
• Create aseamless enterprise experienceforparticipantsby reducing handoffs across VWS and PW. Influence senior stakeholders to enable these changes.
• Shape andinfluence partners (including plan sponsor) torefineconcierge teamSLAs capacity models and volume strategyto inform targeted marketing and growth decisions.
• Proactively propose opportunities to enhance concierge team effectiveness/efficiency and thenimplement a plan of action.
• Influencecareer pathways and talent mobilityfor concierge crew across Vanguard.
• Maintainhighlyeffective relationships withthe plansponsorand internal partners.
• Ownday-to-day concierge team OKR execution and provide regular crew coaching.
• Accountable forSLA performanceparticipantsatisfactionfrom concierge team interaction andplan sponsorconcierge relatedreporting.
• Provide supervision controls and WSP oversighttomeet risk and regulatory standards.

What the role offers:

• Working with an awesome extended leadership team in Participant Consulting & Education.
• Opportunity to contribute meaningfully to enterprise initiatives.
• Ability to work with cross-departmental partners.
• Be at the intersection of leadership advice education sales and operations.

What the ideal candidate looks like:

• Experience leading teams and engaging with plan sponsors within the retirement recordkeeping industry strongly preferred.
• Track record of driving results and coaching crew to reach their highest potential.
• Very strong written and verbal executive-level communication skills.
• Demonstratesleadershipamidstambiguity takingstrategicopportunitiesfrom idea tosuccessfulexecution with measurable results.
• Takesownershipwithproposing waysto enhance the participant and plan sponsor experience while alsoreaching business outcomes.
• Influences key decisions across senior stakeholder groupsto drive alignment and results.
• Proactively elevates issuesand proposes a path forward for resolution.
• Has their Series 7 63 65 & 24 licenses (preferred) or willingness to get these licenses upon entering the role.
• CFP (preferred not required).

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.