Team Lead, Client Representatives

The Team Lead, Client Representatives is responsible for leading and developing a team of client-facing professionals in a fast-paced contact center environment. This role combines people leadership, operational oversight, coaching, and client service excellence to ensure crew members deliver outstanding experiences while meeting business objectives. The Team Lead serves as a trusted resource for complex client situations, drives performance through ongoing coaching and development, and fosters an engaged, high-performing team culture. Success in this role requires strong leadership capabilities, sound judgment, operational discipline, and a passion for developing talent in a client-focused environment.

Responsibilities

• Lead, coach, and develop a team of approximately 15 client representatives, creating a culture of accountability, collaboration, and continuous improvement.
• Conduct performance discussions, deliver timely feedback, document outcomes, and support crew members' career development and growth.
• Oversee daily contact center operations, ensuring service levels, operational objectives, and client experience standards are consistently achieved.
• Manage and resolve complex or escalated client situations, serving as a resource for crew members and clients alike.
• Deliver individual and team coaching designed to strengthen performance, increase effectiveness, and enhance client interactions.
• Analyze performance metrics, operational data, and workforce trends to identify opportunities and support business decision-making.
• Partner with peers and cross-functional stakeholders to support operational initiatives, process improvements, and business priorities.
• Demonstrate adaptability by balancing leadership responsibilities with shared operational support across the team.
• Promote an inclusive and engaging work environment that encourages collaboration, ownership, and high performance.
• Maintain a strong understanding of Vanguard products, services, industry trends, and applicable regulatory requirements.

Education & Experience

• Bachelor's degree or equivalent combination of training and experience.
• Minimum of three years of experience in financial services, client service operations, contact center leadership, or a related field.
• Previous people leadership experience and/or institutional investment experience strongly preferred.
• Demonstrated success coaching, developing, and managing employee performance.
• Experience handling escalated client situations and supporting teams in a client-facing environment.
• Strong analytical, organizational, and decision-making skills with the ability to leverage data to drive business outcomes.
• Excellent interpersonal, communication, and relationship-building skills.
• Proficiency with Microsoft Office applications and collaboration tools.

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.