High Net Worth Client Service Manager recruitment
Vanguard, one of the world's largest investment management companies and a recognized employer of choice, seeks a HNW Client Service Manager.
As a Client Service Manager, you will have the opportunity to manage a multi-billion dollar client base, directly shape the client experience, drive growth, coach investment professionals on their client strategies, and lead an extended team of direct reports and partners. The role will also allow you to experiment with new ways to improve the overall client experience and directly contribute to Vanguard's growth!
We are currently seeking external candidates for all 3 U.S. locations: Pennsylvania, Arizona, and North Carolina.
Your primary duties and responsibilities will include:
- Assisting representatives with prioritizing and managing their client base while helping them understand how to develop their knowledge of this base.
- Providing guidance, training, and motivation to develop staff.
- Assessing your team's client relationship skills and handling elevated client calls to help resolve complex problems and offer just-in-time resolutions; ensuring that your representatives agree on the resolutions of these calls and document appropriate follow-up with clients if necessary.
- Setting performance standards, reviewing performance, and counseling personnel.
- Creating and executing development plans to address performance issues.
- Managing your team's talent pipeline.
- Independently solving issues for high net worth clients.
- Providing technical support to the team and business areas.
- Supporting financial planners in analyzing client issues, developing solutions, and resolving problems.
- Developing and implementing changes to departmental policies and procedures to further evolve your team.
- Working closely with other members of management to create and implement short- and long-range strategic plans.
- Responding quickly to industry and internal developments and assessing what should be communicated to the department in a timely, accurate, and effective manner.
Qualifications
The ideal candidate should possess:
- Minimum of five years of related client service experience.
- Supervisory experience in a customer service or sales environment preferred.
- Ability to coach and mentor representatives, identify client needs, improve Net Promoter Scores, and optimize the client experience.
- Accountability and capability to take ownership of client feedback and outcomes.
- Strong listening and interpersonal skills.
- Excellent oral and written communication skills.
- Ability to recommend service model improvements and employ problem-solving skills.
- Analytical abilities to diagnose performance issues and draft action plans.
- Ability to motivate change.
- Proficiency in Microsoft Office products.
- Series 7, 63, and 24 licenses or the ability to obtain licenses within the department guidelines.
Note: Vanguard is not offering visa sponsorship for this position. Additionally, employment is contingent on a successful drug-screening result.