Manager, Conversions Client Case Representatives (Remote)

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 requests, including escalated issues. Analyzes reports on business and operational metrics.  Prepares and delivers presentations to management.
3.  Oversees the development of relationships with internal partners that facilitate the resolution of client issues. Ensures team members collaborate according to Vanguard policies and regulatory requirements.
4.  Responsible for establishing workflow changes to ensure the highest level of service. Ensures managed teams meet Vanguard service level commitments by providing timely, specific, and actionable feedback.
5.  Develops and maintains advanced 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.  Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of five 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.

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.