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 .. Participates in business planning for the department. Analyzes departmental statistics and prepares reports. Uses available data to monitor issues and measure success. Makes recommendations for service model enhancements .. Develops and recommends changes to departmental policies and procedures, and leads the development of workflow changes to meet evolving business needs .. Collaborates with internal partners across departments to influence and recommend improvements to the client service model. Reviews client feedback and provides guidance on the best resolution to strengthen and maintain client relationship .. Develops and maintains expert 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 service operations .. Participates in special projects and performs other duties as assigned. Qualifications. Minimum of five years related work experience in the Financial Services industry. Three years experience in client services preferred. Supervisory experience preferred. Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred. This job requires a regulatory license and/or registration (Series 7, 24 and 63). These will be determined by Compliance based on role-specific duties.