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Vanguard · 1 hour ago

Client Services Team Leader

Malvern, PA

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Vanguard is focused on the long-term financial wellbeing of their clients and is seeking a Client Services Team Leader to guide and coach their client-facing team. The role emphasizes service excellence, accountability, and continuous improvement while developing talent and enhancing client relationships.

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 knowledgeRegulatory license

Required

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

Coaching and performance management experience

CRM proficiency

Experience in the contact center