Concierge Team Leader

Develops and manages a team of Financial Advisors or other leaders who provide investment guidance to clients.

Do you want to lead a team helping participants reach their financial goals by providing advice and education? Do you enjoy optimizing service models to delight participants? Are you passionate about sharing participant insights with plan sponsors?
If your answers are yes, please keep reading and consider this job opportunity.

Come join the Participant Consulting & Education team as a Concierge Team Leader! We are hiring two roles. One will lead a tenured team that excels at driving positive actions and delighting our client. With the other role, you’ll help build and then lead a new concierge team offer for our client's participants.

These concierge teams are unique as they deliver multiple offers through various channels. For example, they provide advice and education via scheduled 1:1 consults and group webinars, offer email support, and facilitate connections to ongoing management and enable proactive outreach during participant moments that matter. It’s an exciting time to be on the Participant Consulting & Education team as we’re growing quickly and investing in our infrastructure as we strive to help even more participants.

This team’s work directly ties to top-line OKRs around driving participant actions and building lifelong Vanguard relationships.

• Serve as a key member of the client relationship team serving and driving outcomes for one of our largest enterprise clients.
• Lead strategic initiativesthat materially shift outcomes (i.e.participant satisfaction,plan sponsor retention, crossenterpriseresults, etc.).
• Create aseamless enterprise experienceforparticipantsby reducing handoffs across VWS and PW. Influence senior stakeholders to enable these changes.
• Shape and influence partners (including plan sponsor) torefineconcierge teamSLAs, capacity models, and volume strategy to inform targeted marketing and growth decisions.
• Proactively propose opportunities to enhance concierge team effectiveness/efficiency and thenimplement a plan of action.
• Influencecareer pathways and talent mobilityfor concierge crew across Vanguard.
• Maintainhighlyeffective relationships withthe plansponsorand internal partners.
• Ownday-to-day concierge team OKR execution and provide regular crew coaching.
• Accountable forSLA performance,participantsatisfactionfrom concierge team interaction, andplan sponsorconcierge related reporting.
• Provide supervision, controls, and WSP oversighttomeet risk and regulatory standards.

• Working with an awesome extended leadership team in Participant Consulting & Education.
• Opportunity to contribute meaningfully to enterprise initiatives.
• Ability to work with cross-departmental partners.
• Be at the intersection of leadership, advice, education, sales and operations.

• Experience leading teams and engaging with plan sponsors within the retirement recordkeeping industry strongly preferred.
• Track record of driving results and coaching crew to reach their highest potential.
• Very strong written and verbal executive-level communication skills.
• Demonstratesleadershipamidstambiguity, takingstrategicopportunitiesfrom idea tosuccessfulexecution with measurable results.
• Takesownershipwithproposing waysto enhance the participant and plan sponsor experience, while alsoreaching business outcomes.
• Influences key decisions across senior stakeholder groupsto drive alignment and results.
• Proactively elevates issuesand proposes a path forward for resolution.
• Has their Series 7, 63, 65 & 24 licenses (preferred) or willingness to get these licenses upon entering the role.
• CFP (preferred, not required).

Vanguard is not offering visa sponsorship for this position.