Concierge Team Leader

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.

Some exciting opportunities to drive people and business impact within this role include the opportunity to:

• Serve as a key member of the client relationship team serving and driving outcomes for one of our largest enterprise clients.
• Lead strategic initiatives that materially shift outcomes (i.e. participant satisfaction, plan sponsor retention, cross enterprise results, etc.). 
• Create a seamless enterprise experience for participants by reducing handoffs across VWS and PW. Influence senior stakeholders to enable these changes.
• Shape and influence partners (including plan sponsor) to refine concierge team SLAs, capacity models, and volume strategy to inform targeted marketing and growth decisions. 
• Proactively propose opportunities to enhance concierge team effectiveness/efficiency and then implement a plan of action.
• Influence career pathways and talent mobility for concierge crew across Vanguard. 
• Maintain highly effective relationships with the plan sponsor and internal partners.
• Own day-to-day concierge team OKR execution and provide regular crew coaching.
• Accountable for SLA performance, participant satisfaction from concierge team interaction, and plan sponsor concierge related reporting.  
• Provide supervision, controls, and WSP oversight to meet risk and regulatory standards.  

What the role offers:

• 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.

What the ideal candidate looks like:

• 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.
• Demonstrates leadership amidst ambiguity, taking strategic opportunities from idea to successful execution with measurable results. 
• Takes ownership with proposing ways to enhance the participant and plan sponsor experience, while also reaching business outcomes.
• Influences key decisions across senior stakeholder groups to drive alignment and results. 
• Proactively elevates issues and 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).

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

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.