Client Services Team Leader UKPI

Client Services Team Leader UKPI

The Client Services Team Leader plays a critical role in leading motivating and developing a team of associates to deliver exceptional compliant client outcomes for Vanguards UK Personal Investor (UKPI) business. Operating as both a leader and handson contributor the Team Leader rolemodels bestinclass service standards and supports continuous improvement across people processes and platforms

Key Responsibilities

People Leadership & Team Development

- Lead develop and motivate a team of associates to deliver exceptional compliant client outcomes aligned with business goals.

- Act as a playermanager when needed rolemodelling high standards of client service and operational excellence.

- Set clear expectations and foster a highperformance culture built on coaching feedback and continuous improvement.

- Support training capability building and inrole development ensuring team members have the skills and knowledge required

- Carry out regular 121s and coaching sessions with individual crew on your team

Client Outcomes & Service Delivery

- Ensure the delivery of consistent excellent client service across all channels with client outcomes at the center of every decision.

- Support the resolution of complex client concerns and guide the team in effective problem-solving and case handling.

- Uphold high standards of regulatory adherence service levels and operational processes.

Operational Excellence & Governance

-Ensure adherence to process governance compliance requirements and service level targets.

-Contribute to productivity efficiency firstcontact resolution quality assurance and other performance metrics (targets noted as TBC in source).

-Monitor team performance and support effective resource allocation.

Collaboration & Change Leadership

• Collaborate with internal teams to support new initiatives share best practices and ensure consistent service delivery.

• Navigate and lead the team through change maintaining engagement and performance during evolving business needs.

Required Experience & Qualifications

- Significant experience in client service roles.

- Proven supervisory or team leader experience (preferential)

- Experience within financial services or asset management is advantageous

- Relevant Level 4 industry qualification advantageous; customer service supervisory leadership or training qualifications also beneficial.

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.