Retirement Services Primary Team Leader

Join Retirement Services as a Team Leader and lead from the front—empowering crew, elevating client experiences, and driving meaningful results. In this role, you’ll coach and develop talent, foster a high-performance culture, and champion operational excellence while making a direct impact on our clients’ financial futures. If you thrive on developing others, solving challenges, and delivering with purpose, this is your opportunity to lead and make a difference.

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. 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. S7 and S63.

• Excellent verbal and written communication skills.

• Demonstrated ability to make sound decisions under demanding conditions.

• Demonstrated ability to lead a group or individuals to meet and exceed expected results in accordance with department and organizational guidelines.

• Ability to be flexible and work in an ambiguous environment.

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.