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Vanguard · 5 hours ago

Team Lead, Client Representatives

Malvern, PA

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Vanguard is a company dedicated to the long-term financial wellbeing of its clients. They are seeking an Investment Services Team Leader to guide and coach client-facing crew, focusing on service excellence and client-first thinking while fostering a culture of accountability and continuous improvement.

FinanceFinancial Services

No H1B

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

Qualification

CoachingPerformance managementOperational decision-makingCRM proficiencyChange leadershipProcess improvementCommunicationProblem solvingSupervisory experienceExperience in contact centerFinancial Services industry experienceRegulatory license