Senior Manager, Concierge & Education Consulting Leader

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.

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 with plan sponsors and client relationship teams within the retirement recordkeeping industry.
• Track record of driving results and coaching crew to reach their highest potential.
• Operates with a strategic, enterprise mindset; can-do attitude and manages up and across to advance priorities.

• Extremely strong written and verbal communication skills.
• Demonstrates leadership amidst ambiguity, taking strategic opportunities from idea to successful execution with measurable results.
• Takes ownership with proposing ways to enhance the participant and plan sponsor experience, while also reaching business outcomes.
• Influences key decisions across senior stakeholder groups to drive alignment and results.
• Proactively elevates issues and proposes a path forward for resolution.
• Has their Series 7, 63, 65/66 & 24 licenses or willingness to get these licenses upon entering the role.
• CFP (desired, not required).
• Consistently models essential leader behaviors for crew and partners:

• Exhibits professional maturity even when faced with headwinds.
• Shows a growth mindset by proactively seeking out and acting on feedback.
• Leverages candor to propose solutions.
• Balances stakeholders and demonstrates strategic prioritization.
• Hold crew, peers, and business partners accountable if commitments aren’t met.

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.