Institutional Oversight & Client Retention Project Manager

In this role, you will:

The primary responsibilities of the team include: (Skillsets - Project management, Data analyst, strategic thinking, Relationship management)

• Enable CSG's Recordkeeping business to proactively prioritize, identify risks, and design client retention mitigation strategies to reduce churn, increase customer satisfaction, engagement, and lifetime value through coaching & Deal Review facilitation.
• Leverage strong project management skills with the ability to manage multiple complex issues simultaneously. Projects often require multiple business groups to create a unified experience.
• Apply relationship & project management skills in working 1:1 with client-facing teams to proactively handle sophisticated service recovery cases and data analysis.
• Contribute to the evolution of the Client Retention & Oversight offer to enable deeper CSG adoption & further increase future state for guiding organization towards achieving retention goals.
• Utilize effective data analysis skills to proactively think of trends, processes, and practices to enable CSG to build a cohesive one vanguard culture resulting in an increase in client loyalty.
• Apply critical thinking to monitor root cause, extract actionable insights, and measure effectiveness of various retention efforts to devise innovative retention solutions.

• Proactively foster communication between internal and external project stakeholders. Influences key decisions across stakeholder groups by closely partnering with senior leaders and decision-makers across IIG & strategic partners.

What it takes:

• Project management experience required, Financial Services or function-specific experience preferred. Previous people-leadership experience preferred.
• Ability to work with front line Crew during escalation process.
• Understanding of Recordkeeping business required.
• Ability to collect and analyze data from multiple sources to prove/disprove hypotheses and tell a cohesive story.
• Comfort in an ambiguous, transformative business environment
• Deep understanding of communication/change management, group dynamics and coaching. You are not afraid to raise issues and remove impediments from projects.
• You have an insatiable appetite for excellent client service.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.