High Net Worth Client Manager


Company:: Vanguard
Location:: Charlotte, NC
Job Type:: Full Time


Yrs of Exp:: 5+ to 7 years
Posted:: 2/12/2013

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Job Description

Vanguard, one of the world's largest investment management companies and a recognized employer of choice, seeks a High Net Worth Client Service Manager.

As a HNW Client Service Manager, you will have the opportunity to manage a multi-billion dollar retail investment client base, directly shape the client experience and drive growth. You will have the opportunity to coach investment and finance professionals on their client strategies, lead an extended team of direct reports, and work closely with internal partners.

We are currently seeking external candidates for all 3 U.S. locations: Pennsylvania, Arizona, and North Carolina.

Your primary duties and responsibilities will include:

Working closely with colleagues to develop and implement consultative strategies to service the affluent client base as well as manage and build internal talent pipeline.
Participating in the talent selection process and developing training programs.
Leading and coaching a team of 8-12 assigned representatives, each managing a book of business, consisting of approximately 600 households.
Assisting your team with their client base, by helping them to resolve complex problems using research, reviewing client accounts, risk evaluation, and offering just-in-time resolutions to the client.
Forging relationships with the appropriate decision makers in other departments while exhibiting strong judgment and creativity in meeting client needs.
Assessing your team's client relationship skills by reviewing performance and identifying trends. Creating and executing development plans to provide guidance, training, and motivation to develop staff. Addressing performance issues through setting and reviewing performance standards and coaching assigned representatives.
Developing, implementing and monitoring strategic short term/long term goals and action plans for each representative, as well as the unit as a whole.
Suggesting improvements and providing analysis/feedback to representatives and management.
Balancing departmental productivity, quality metric guidelines, and relationship management.
Responding quickly to industry and internal developments.
Reviewing and implementing changes to departmental policies and procedures to further evolve your team.

Qualifications

The ideal candidate should possess:

Undergraduate degree or equivalent experience is required.
Minimum of five years of related supervisory and relationship management experience within a customer service or sales environment. Wealth management experience preferred.
Strong ability to coach and mentor representatives to identify client needs, improve Net Promoter Scores, and optimize the client experience.
Ability to be accountable for client feedback and outcomes.
Strong listening and interpersonal skills.
Excellent oral and written communication skills.
Ability to recommend service model improvements and employ problem-solving skills.
Strong analytical abilities to diagnose performance issues and draft action plans.
Ability to motivate change.
Proficiency in Microsoft Office products.
Series 7, 63, and 24 licenses or the ability to obtain licenses within the department guidelines.

Note: Vanguard is not offering visa sponsorship for this position. Additionally, employment is contingent on a successful drug-screening result

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