Senior Manager, Client Case Representatives

Core 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. Participates in the development, implementation, and augmentation of Vanguard's service model to enhance the client experience and address client needs. Contributes to the development of short and long term goals and solutions for the department.

3. Manages the development of relationships across Vanguard departments. Ensures interactions between departments are conducted according to Vanguard policies and regulatory requirements. Supports initiatives that ensure all related departments and crew are positioned to fulfill client needs.

4. Leads the tracking and implementation of quality standards for the department or subdivision. Oversees resolution of sub-departmental staffing issues to maximize operational quality.

5. Develops and maintains expert-level 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. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of eight years related work experience in the Financial Services industry. Three years experience in client services preferred. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.

Special Factors

Sponsorship

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.