Head of Client Care

Head of Client Care

Each day, Personal Investor experiences thousands of client errors that have the propensity to erode client satisfaction, damage trust, and impede our scalability and client experience pillars of our Personal Investor strategy. Handling these issues swiftly and with care is vital to maintaining our client relationships and, ultimately, achieving our mission at Vanguard. Our Client Care organization serves as this critical function on behalf of Personal Investor to restore client trust through error and complaint resolution.

This ~350-person organization is comprised of three groups: Case Management Services, Client Corrections and Response and Executive Correspondence and Complaints, each led by a senior manager that reports directly to our Head of Client Care, who serves as a central figure across Personal Investor. Errors from every client segment flow through Client Care, as well as urgent correspondence directly from senior staff. The Head of Client Care is responsible for overseeing this function in its entirety, managing a ~$45M P&L, working directly with Senior Staff and partnering with OGC and regulators on highly sensitive client issues. In addition, the Head of Client Care serves as a leader on our Incident Response team, resolving our most urgent and impactful issues and working directly with Personal Investor T1 and senior groups across the Enterprise to restore functions and reduce reputation and financial impact. The Head of Client Care will report directly to the Head of Operational Excellence and sit on Operational Excellence Team One, setting the vision and strategy for a new organization within Personal Investor that will resolve errors at their root and drive our client experience and scale agendas.

To be successful in this function, this leader will need to showcase: strong operational leadership, with the ability to manage and drive a productive and fiscally-responsible organization; executive presence and experience presenting at senior tables; the ability to manage under pressure; have experience leading strategic, transformational programs as we drive change in error resolution across the division; and have strong interpersonal relationships across Personal Investor, leading a function that serves all of the division.

Core Responsibilities

• 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.
• Oversees operational performance of a large organization, driving for critical KPI outcomes and ensuring Personal Investor is able to meet the service level expectations as set by our clients and business partners.
• Leads development of Vanguard's client service model and delivery of services. Reviews sub-division performance, analyzes against targets, and develops solutions to enhance performance.
• Develops and oversees the strategy development within the sub-division. Oversees design of processes maximizing the efficiency of Client Care and works with business partners to consider organization changes.
• Develops working relationships with internal partners across the department to ensure a successful strategic approach to meet client and business needs.
• Serves as a thought leader on building the new Operational Excellence organization, considering the impacts to Client Care and building a strategy to adapt to changing needs of the business.
• Develops and maintains expert knowledge of Vanguard funds, products, and services. Anticipates and plans for changes in the Financial Services industry and the legal, tax, and regulatory landscape.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of ten years related work experience in the Financial Services industry. Five years experience in client services preferred. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.
• Series 7, 63, and 24 required.

Special Factors

Sponsorship

About Vanguard

We are Vanguard. Together, were changing the way the world invests.

For us, investing doesnt just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose and thats how weve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Lets make it count.

Inclusion Statement

Vanguards continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: Do the right thing.

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguards core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.