This is a great opportunity for someone that has a passion to help others learn about the Financial Services industry, build their Vanguard careers, and develop highly engaged crew.  It’s also a chance to help develop the frontline business and gain valuable experience working in tandem with Vanguard Workplace Solutions business partners to help drive Vanguard’s business goals.   

This Team Leader role is also an opportunity to work with a fantastic group of people that are focused on building acumen and driving positive outcomes for retirement plan participants. Our team interacts with participants daily through phone, web, and e-mail channels, to help them achieve investment success.

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.
• 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.
• 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.
• FINRA Series 6 & 63 licenses required.
• Contact center leadership, with experience in institutional investing, or recordkeeping, preferred.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're 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.