Senior Manager, Concierge & Education Consulting Leader
VanguardAbout the role
Come join the Participant Consulting & Education team as the new Concierge & Education Consulting Leader! This new role will lead two offerings critical for our institutional clients’ success. Our enterprise client concierge teams and Education Consulting Services (ECS).
The concierge teams are unique as they are integrated teams dedicated to enterprise-level clients. Designed to deliver multiple offers through various channels - advice and education via scheduled 1:1 consultations, group webinars, email support, facilitate connections to ongoing advice management and enable proactive outreach during participant moments that matter.
The Education Consulting Services team is a key offering for Workplace Solutions providing in-person and virtual 1:1s, group presentations and webinars for all Workplace client segments across the country.
As part of the new Participant Financial Success (PFS) organization within the Workplace Solutions (VWS) division, it’s an exciting time to be on the Participant Consulting & Education (PC&E) 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.
Exciting opportunities to drive people and business impact within this role include the opportunity to:
- Provide strategic direction for a newly formed team structure with the ability to have direct client/plan sponsor engagement and impact
- Serve as a key partner to client relationship teams serving and driving outcomes for our broad client segments, including our largest enterprise relationships
- 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 Personal Wealth (PW). Shape and influence partners (including plan sponsor) to refine concierge and education team SLAs, capacity models, and volume strategy to inform targeted marketing and growth decisions.
- Proactively propose opportunities to enhance team effectiveness/efficiency and then implement a plan of action while influencing senior stakeholders to enable these changes.
- 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 OKR execution and provide regular team leader and crew coaching.
- Accountable for team performance, participant and plan sponsor satisfaction and 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 PC&E and PFS.
- Opportunity to create a new organizational construct and 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
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