Team Lead, Client Representatives

Responsibilities

• Lead, coach, and develop a team of approximately 15 client representatives, creating a culture of accountability, collaboration, and continuous improvement.
• Conduct performance discussions, deliver timely feedback, document outcomes, and support crew members' career development and growth.
• Oversee daily contact center operations, ensuring service levels, operational objectives, and client experience standards are consistently achieved.
• Manage and resolve complex or escalated client situations, serving as a resource for crew members and clients alike.
• Deliver individual and team coaching designed to strengthen performance, increase effectiveness, and enhance client interactions.
• Analyze performance metrics, operational data, and workforce trends to identify opportunities and support business decision-making.
• Partner with peers and cross-functional stakeholders to support operational initiatives, process improvements, and business priorities.
• Demonstrate adaptability by balancing leadership responsibilities with shared operational support across the team.
• Promote an inclusive and engaging work environment that encourages collaboration, ownership, and high performance.
• Maintain a strong understanding of Vanguard products, services, industry trends, and applicable regulatory requirements.

• Bachelor's degree or equivalent combination of training and experience.
• Minimum of three years of experience in financial services, client service operations, contact center leadership, or a related field.
• Previous people leadership experience and/or institutional investment experience strongly preferred.
• Demonstrated success coaching, developing, and managing employee performance.
• Experience handling escalated client situations and supporting teams in a client-facing environment.
• Strong analytical, organizational, and decision-making skills with the ability to leverage data to drive business outcomes.
• Excellent interpersonal, communication, and relationship-building skills.
• Proficiency with Microsoft Office applications and collaboration tools.