Responsibilities
- Lead, coach, and develop a team of approximately 15 client representatives, creating a culture of accountability, collaboration, and continuous improvement.
- Conduct performance discussions, deliver timely feedback, document outcomes, and support crew members' career development and growth.
- Oversee daily contact center operations, ensuring service levels, operational objectives, and client experience standards are consistently achieved.
- Manage and resolve complex or escalated client situations, serving as a resource for crew members and clients alike.
- Deliver individual and team coaching designed to strengthen performance, increase effectiveness, and enhance client interactions.
- Analyze performance metrics, operational data, and workforce trends to identify opportunities and support business decision-making.
- Partner with peers and cross-functional stakeholders to support operational initiatives, process improvements, and business priorities.
- Demonstrate adaptability by balancing leadership responsibilities with shared operational support across the team.
- Promote an inclusive and engaging work environment that encourages collaboration, ownership, and high performance.
- Maintain a strong understanding of Vanguard products, services, industry trends, and applicable regulatory requirements.
Education & Experience
- Bachelor’s degree or equivalent combination of training and experience.
- Minimum of three years of experience in financial services, client service operations, contact center leadership, or a related field.
- Previous people leadership experience and/or institutional investment experience strongly preferred.
- Demonstrated success coaching, developing, and managing employee performance.
- Experience handling escalated client situations and supporting teams in a client-facing environment.
- Strong analytical, organizational, and decision-making skills with the ability to leverage data to drive business outcomes.
- Excellent interpersonal, communication, and relationship-building skills.
- Proficiency with Microsoft Office applications and collaboration tools.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
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.