Retirement Services Primary Team Leader

Job description

Core Responsibilities 1. 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. 2. Provides guidance to crew on handling more complex issues. Generates reports and may prepare and deliver presentations to management. May serve as the initial point of contact for clients or may handle escalated issues via third-party providers. 3. Ensures team service levels are met. Monitors team's communications with clients and provides immediate, specific, and actionable feedback. 4. Coaches crew on navigation of client scenarios to strengthen client relationships and identify outside, includable assets. May collaborate with other internal partners and teams in support of the client relationship to resolve issues. 5. Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client servi...