Senior Manager, Concierge & Education Consulting Leader

Vanguard; Malvern (Chester County); On-site; USD 90,000 - 120,000; Full time

Job summary

Vanguard is seeking an experienced leader to enhance participant engagement and drive business impact in Malvern, Chester County. The role involves strategic direction for a new team, client relationship management, and maintaining effective stakeholder communication.

The ideal candidate should have experience in the retirement record-keeping industry, possess strong communication skills, and be ready to lead initiatives that improve satisfaction and performance. Specific licenses are required or must be obtained.

Qualifications

• Experience leading participant-facing teams and engaging with plan sponsors.
• Demonstrated track record of driving results and successful coaching.
• Strong written and verbal communication skills required.

Responsibilities

• Provide strategic direction for a new team structure.
• Lead initiatives that improve participant satisfaction and retention.
• Maintain effective relationships with plan sponsors and internal partners.

Skills

Leadership

Communication skills

Results-driven

Coaching

Education

Series 7, 63, 65/66 & 24 licenses

CFP (desired)

Job description

Job Description

The role offers exciting opportunities to drive people and business impact, including:

• 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 participant‑facing teams and engaging with plan sponsors and client relationship teams within the retirement record‑keeping industry
• Track record of driving results and coaching crew to reach their highest potential
• 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 stakeholder interests and demonstrates strategic prioritization
  • Holds crew, peers, and business partners accountable if commitments aren’t met

Special Factors

• Sponsorship: Vanguard is not offering visa sponsorship for this position