Retirement Client Services Manager
Retirement Client Services Manager
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Job Description
Retirement Client Services Manager
The Retirement Client Services Manager is a newlycreated role reporting to the Head of Retirement and Managed Services in our directtoconsumer platform UK Personal Investor (UKPI). UKPI is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. Vanguard aims to win in retirement and this role will be critical in enabling that success.
You must be an exceptionally strong leader with a track record of building and leading highperforming teams. Were looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. You will be obsessed with better retirement outcomes for investors and will help define and create Vanguards retirement service with our Offer & Strategy team. The successful candidate will have a passion for pensions and retirement planning and amplify Vanguards position in the market through content and engagements with journalists. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.
Our office is in the exclusive Landmark Building at St Peters Square prime office space in the heart of an exciting and dynamic city. Our Manchester hub will be dedicated to continuing our core purpose; giving investors the best chance for investment success.
Manchester is an obvious choice for Vanguards second UK office; a city that matches our ambition and diversity. We are committed to building a team there that builds on our culture and showcases our values of Care Inclusion Integrity and Tenacity.
About Vanguard
Vanguard is an investment company unlike any other. It was founded by Jack Bogle in the US in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. Jack helped bring investing to the masses with the index fund. Index funds do not pick individual shares or bonds to beat the market. They track the performance of the entire market. Or as Jack put it Dont look for the needle in the haystack. Just buy the haystack!. We have stood for lowcost uncomplicated investing ever since. Over the last 45 years people have come round to our way of thinking and more than 30 million investors worldwide now trust us with their money.
Core Responsibilities
Operating Model
- Evaluate and evolve current operating model bringing down the costtoserve metric while still increasing client satisfaction. Partner with other key client service leaders to achieve best outcome.
- Identify and lead projects that will improve the workflows enhance the services we provide to clients and/or develop new service initiatives.
- Partner with Head of CX Enablement on technology solutions to power efficiency and scale.
- Have a demonstrable passion for clients and the client experience. Strive to deepen client relationships loyalty and asset growth through service to sales strategies whilst looking to operate within the servicing ratios set out in the operational budgets.
Leadership of crew
- Hires evaluates and supervises crew. Provides guidance and organises training to develop crew. Sets and reviews performance standards and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
- Responsible for ensuring teams achieve target SLAs and that KPIs are met.
- Lead develop and mentor retirement specialists as well as managers of crew who interact with clients directly. Handle serious and escalated issues. A good knowledge of pensions is essential for the role although it is not a technical expert we are looking for.
- Ensure appropriately qualified crew maintain their professional qualifications CPD and professional status as required by our regulatory approvals.
Retirement Offer
- Act as the Voice of Client and use your own industry knowledge to help inform and work in partnership with the Head of Client Journeys and the Strategy & Offer function in evolving our retirement offer.
Engagement with press
- Help establish Vanguards reputation as a leader in retirement working closely with our PR and marketing teams helping develop content for clients and engagements with journalists.
General
- Develops and maintains proficient knowledge of Vanguard funds products and services as well as the competitive landscape.
- Effectively communicates strategies and plans to all impacted parties and ensures that a strong governance framework is in place.
- Participates in special projects and performs other duties as assigned in Manchester and London.
Qualifications
- Significant related work experience in Retirement Client Services with an asset manager pensions provider bank or related financial services firm.
- A track record of successfully leading and building teams with a strong client focus and a proven ability to develop and lead a diverse multifunctional group with care. Experience leading staff undertaking regulated activities. Comfortable taking tough decisions when needed.
- Detailed knowledge of the UK regulatory and pensions landscape.
- A culture carrier adept at role modelling building and nurturing our values and culture
- A passion for retirement topics and confidence in engaging with journalists.
- Evidence of acting as agent of change identifying and driving improvements.
- Strong analytical data skills with experience in developing and testing hypotheses.
- Undergraduate degree or equivalent combination of training and experience required.
- Able to work inperson in our Manchester St Peters Square office at least three days per week (TuesThurs).
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 inperson learning collaboration and connection. We believe our missiondriven and highly collaborative culture is a critical enabler to support longterm client outcomes and enrich the employee experience.
Required Experience:
Manager
Employment Type
Full-Time
