Client Representatives Team Leader

Oversees a team of Client Representatives, provides guidance on handling more complex requests.

Lead with Purpose. Empower with Impact. Join Us as a Team Leader.

Are you ready to lead a high-performing team and shape the future of client experience? We're hiring Team Leaders for two dynamic areas-each offering a unique opportunity to make a meaningful difference:

Role 1: SD Plus M1 Team Leader

Lead 10-12 corporate crew members in a traditional setting, serving clients in the $1M-$5M range. You'll guide your team across all primary intents, ensuring exceptional service and strategic impact.

Role 2:
Client Service Excellence Center (CSEC) Team Leader

Lead 10-12 remote CSEC crew members, driving excellence in a virtual environment. You'll champion innovation and collaboration while supporting diverse SD+ client needs.

What makes leading in CSEC Different?

* CSEC Crew are fully remote

* The CSEC role is one level - CSEC Crew are not eligible for promotional opportunities

* Development of these crew is centered around subject matter expertise and customer service excellence

* Opportunities to shape what the future of CSEC looks like

What Makes These Roles Stand Out?

Crew & Client Centricity

You'll be at the heart of it all-balancing business strategy, crew development, and client satisfaction. Your leadership will directly influence how we serve High-Net-Worth clients and empower crew with the tools they need to succeed.

Thrive in Ambiguity

These roles are for bold thinkers who embrace complexity. You'll navigate unique client scenarios, lead through change, and bring clarity to uncertainty-all while keeping the client at the center.

Critical Thinking & Strategy

You'll help shape our model vision and priorities, making tough calls and facilitating smart compromises. Your ability to say "no" or "not now" when needed will be just as important as knowing when to say "yes."

Relationship Management & Communication

From IT to the front line to senior leadership, you'll communicate with clarity and purpose. Whether it's a presentation, a visual, or a one-on-one conversation, your message will resonate.

Collaboration Across the Enterprise

You'll work cross-functionally to identify opportunities, improve processes, and implement solutions that elevate the client experience-leveraging the power of the VMS.

Business Impact & Exposure

You'll play a key role in defining and executing strategy for Self-Directed Plus, with a focus on cross-trained Investments and Retirement journeys. Your work will shape the future of how we serve clients.

Business & Technical Acumen

Whether you bring experience in Retirement, Investments, or another area, your curiosity and drive to learn will set you apart. We're looking for quick learners who are ready to grow.

Responsibilities:

1. 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.

2. 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.

3. Ensures team service levels are met. Monitors team's communications with clients and provides immediate, specific, and actionable feedback.

4. 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.

5. 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.

6. May include day-to-day oversight of third-party providers.

7. Participates in special projects and performs other duties as assigned.

Qualifications:

* Minimum of three years related work experience in the…