Summary

Leads and develops a high‑performing crew by hiring, training, evaluating, and coaching team members in alignment with HR policies. Provides guidance on complex client situations, resolves escalations, and ensures service excellence through effective workflow management and timely, actionable feedback. Builds strong partnerships across the organization to support issue resolution and maintain compliance with Vanguard and regulatory standards. Maintains deep expertise in Vanguard products, industry trends, and regulatory requirements to guide clients and inform operational decisions. Contributes to business goals by generating reports, presenting insights to leadership, and participating in special projects as needed.

Responsibilities

• 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.

• Provides guidance to crew on handling more complex requests. May handle escalated issues. Generate reports on business and operational metrics. May prepare and deliver presentations to management.

• Oversee the development of relationships with internal partners that facilitate the resolution of client issues. Ensure team members collaborate according to Vanguard policies and regulatory requirements.

• Responsible for workflow changes to ensure the highest level of service. Ensure team members meet Vanguard service level commitments by providing timely, specific, and actionable feedback.

• 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.

• Participates in special projects and performs other duties as assigned.

Requirements:

• Minimum of three years related work experience in the Financial Services industry. Supervisory experience preferred.

• Undergraduate degree or equivalent combination of training and experience required.

• FINRA Series 7 and 63 licenses or ability to obtain within department guidelines.

• Demonstrated ability to understand complex technical topics.

• 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.