As European Client Services Manager for Continental Europe, the role is accountable for leading a client servicing team supporting clients and sales teams across CE markets. The focus is on delivering consistently high service standards while managing the complexity of differing market structures, regulatory regimes, and operating models across jurisdictions.
As European Client Services Manager for Continental Europe, the role is accountable for leading a client servicing team supporting clients and sales teams across CE markets. The focus is on delivering consistently high service standards while managing the complexity of differing market structures, regulatory regimes, and operating models across jurisdictions.
The role provides day-to-day leadership and prioritisation of client support activity, acts as a senior escalation point for complex or time-critical matters, and ensures services are delivered in line with established governance, risk, and regulatory frameworks. The position plays a key coordinating role, working closely with European Operations, Distribution, Compliance, and other internal partners to deliver efficient, well-controlled outcomes for clients.
This is a player/coach role, combining team leadership with direct involvement in key client and sales interactions, including close engagement with the German sales team to support client relationships and commercial activity.
Core Responsibilities
- Lead and develop a client services team supporting institutional, wholesale, and intermediated retail clients across Continental Europe, with a particular focus on the German market.
- Act as the senior escalation point for complex client queries, operational issues, and time-sensitive events, ensuring timely resolution and appropriate stakeholder engagement.
- Oversee the governance of distribution partners across CE, ensuring adherence to all risk, regulatory, and governance requirements.
- Own and manage the client-servicing aspects of contractual relationships, including oversight of rebate agreements, distribution agreements, NDAs, and related client documentation, working closely with Legal, Compliance, and Sales as required.
- Provide oversight and guidance to team members, supporting effective workflow management, issue resolution, and collaboration with internal partners.
- Build and maintain strong working relationships with Sales, European Operations, Compliance, and other functions to ensure aligned delivery and effective issue management.
- Contribute to service model design and continuous improvement by analysing performance data, identifying trends, and recommending enhancements to processes and controls.
- Support business planning activities, including preparation of management information and reporting to assess client service performance and operational effectiveness.
- Have deep knowledge and expertise of the European fund distribution ecosystem, including pooled fund vehicles and intermediaries such as platforms, wealth managers, private banks, financial advisers, and KVGs in Germany.
- Develop and maintain expert-level knowledge of Vanguard products, services, and the broader financial services landscape, including relevant legal, tax, and regulatory considerations.
- Participate in cross-functional initiatives and special projects as required.
Qualifications
- Minimum of 10 years’ experience in client services and people-management experience.
- Strong experience supporting European clients, with in-depth knowledge of the German market and distribution ecosystem, including KVGs.
- Undergraduate degree or equivalent combination of training and experience; postgraduate qualification preferred.
- IMC or equivalent professional qualification.
- Native or business level fluency in German required.
Special Factors
- Vanguard is not offering sponsorship for this position.
- This is a hybrid position and would require you to work in the office Tuesday-Thursday.
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.
