Client Contact Manager

The Client Contact Manager plays a pivotal role in delivering the business plan and performance for Vanguard's UK Personal Investor Client Services Function. Responsible for delivering exceptional service to UKPI clients and ensuring crew are set up for success to deliver seamless, high quality, compliant client service through a variety of channels, this role combines leadership, strategic planning, governance and hands on collaboration, working with a wide stakeholder group to balance meeting immediate business needs and long-term capability development.

Responsibilities:

• Leads, coaches and motivates the UKPI Client Contact function, partnering with other senior leaders across UK Personal Investor to deliver great outcomes for clients.
• Responsible for ensuring service level and quality metrics are met consistently through effective and proactive leadership, prioritisation and resource management.
• Collaborates with a wide stakeholder group to input to the design and delivery of the Client Contact strategy for the General Queries area of the client services function, ensuring alignment with business priorities and client needs.
• Identifies and drives continuous improvement opportunities to improve client service and deliver sustainable efficiencies. Represents Client Services in business wide change initiatives, acting either as an SME or decision maker, as appropriate.
• Hires, evaluates, and supervises a team of Team Leaders and crew; provides guidance, coaching and training as necessary to deliver great client outcomes and enable crew to be the best they can be.
• Sets performance standards and frameworks which are designed to drive good client outcomes, reviews performance, and makes informed decisions in accordance with all applicable policies and procedures. Adjusts the approach based on feedback, performance data, and evolving business needs.
• Leads Recruitment planning and strategy in partnership with Workforce Management and Training to ensure the area is adequately resourced.
• Inspires and acts as a role model for the Client Services team and provides coaching and feedback to ensure high quality service delivery.
• Leads an effective risk and control environment to ensure delivery and evidencing of good client outcomes. Ensures appropriate control and governance and develops frameworks and policies to ensure safe and resilient delivery of service.
• Works in partnership with leaders across departments to ensure resources are allocated effectively. Balances short-term business needs with long-term capability development. In particular, works with Retirement and Managed Services function to continue to evolve the service model to optimise client outcomes and continue to scale the client service function.
• Participates in special projects and performs other duties as assigned.

• Significant leadership experience in a role within a financial services contact centre or operational environment.
• Knowledge of financial services, and regulatory environment is essential, investment platform experience and investment product knowledge is desirable.
• Proven leadership skills with experience of coaching, leading and developing a team.
• Demonstrated ability to design and implement Business Plans that drive performance and improve client outcomes.
• Excellent communication, facilitation and stakeholder management skills.
• Strong organisational and prioritisation abilities, with a proven track record of managing multiple initiatives simultaneously.
• Undergraduate degree or equivalent combination of training and experience, qualifications within financial services and/or learning and development are desirable.