Senior Client Service Manager

To act as the liaison for Vanguard Workplace clients, partnering with Client Services, Implementation Services, Operations, Trust Services, Participant Services, and all other internal Vanguard departments to meet and exceed client expectations to further client satisfaction and loyalty.

Responsibilities:

1. Partners with Relationship Managers in the execution of client service needs for all clients. 2. Acts as liaison between all affected internal departments to coordinate and lead the resolution of processing and administrative issues. Communicates issues related to daily plan administration to all affected internal and external parties. 3. Acts as point of contact for the relationship by working with outside vendors and all appropriate parties. 4. Coordinates special processing events by working with clients and internal departments to ensure accurate processing of special events. Works directly with clients on operational issues, service adoption and plan enhancements. 5. Adheres to all internal policies, procedures and guidelines in the handling of processing and administrative issues. 6. Anticipates client needs and works directly with clients on operational issues, service adoptions and plan enhancements. 7. Analyzes operational issues and collaborates with clients and internal departments to identify trends and eliminate errors that impact processing and daily administration. 8. Works in partnership with all affected internal departments to ensure the highest quality service and compliance with ERISA, in accordance with Vanguard's policies and procedures, and clients' plan provisions and workflows. 9. Actively participants in or leads Vanguard Unmatchable Excellence (VUE) initiatives, including continued focus on VUE related activities, such as metrics tracking and reporting, proactively seeks new ways to exceed VUE dashboard goals and provides suggestions for improvement. 10. Independently evaluates client relationship to recommend strategic plan and workflow changes to streamline operational efficiencies, resulting in the highest quality of service. 11. Provides mentoring for less tenured Client Relationship Administrators. 12. Initiates development of new services through project teams. Participates and leads special projects and other duties as assigned. 13. Establishes and communicates detailed procedures with all impacted internal and external areas for the on-going administration of plans. 14. Participates in special projects and performs other duties as assigned

Qualifications:

• Undergraduate degree in business-related discipline or equivalent combination of training and experience.
• Minimum of three years of progressively responsible work experience including successfully managing a client service workload.
• Client Relationship Management skills.
• Client focused.
• Proficiency with Microsoft Office Products preferred.
• Ability to organize, prioritize, and multitask.
• Analytical and detail oriented.
• Excellent written and verbal communication skills.
• Ability to exercise good judgment in decision-making.
• Excellent time management skills.
• Excellent knowledge of retirement plans.
• Demonstrated leadership with the ability to persuade and influence.
• Strong project management skills.
• Strong knowledge of Institutional processing requirements and workflows preferred.

Special Factors Ability to travel as needed. Vanguard is not offering visa sponsorship for this position. 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. Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.