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? Were hiring Team Leaders for two dynamic areaseach offering a unique opportunity to make a meaningful difference:

Role 1: SD Plus M1 Team Leader
Lead 1012 corporate crew members in a traditional setting, serving clients in the $1M$5M range. Youll guide your team across all primary intents, ensuring exceptional service and strategic impact.

Role 2: Client Service Excellence Center (CSEC) Team Leader
Lead 1012 remote CSEC crew members, driving excellence in a virtual environment. Youll 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
Youll be at the heart of it allbalancing 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. Youll navigate unique client scenarios, lead through change, and bring clarity to uncertaintyall while keeping the client at the center.

Critical Thinking & Strategy
Youll 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, youll communicate with clarity and purpose. Whether its a presentation, a visual, or a one-on-one conversation, your message will resonate.

Collaboration Across the Enterprise
Youll work cross-functionally to identify opportunities, improve processes, and implement solutions that elevate the client experienceleveraging the power of the VMS.

Business Impact & Exposure
Youll 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. Were 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 Financial Services industry. Two years experience in client services preferred. Supervisory experience preferred.
• 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. SIE, Series 7, Series 63

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe'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.