Overview

The Head of Client Service Optimisation plays a pivotal role in delivering the supporting services for Vanguard's UK Personal Investor Client Services Function. Partnering with the Heads of Client Contact and the Retirement and Managed Service function, the role delivers exceptional quality workforce management, training, client communications and change management capabilities to UKPI Client Services to enable crew 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 immediate business needs and long-term capability development.

Responsibilities

• Leads, coaches and motivates the UKPI Service Optimisation function, partnering with other senior leaders across UK Personal Investor to deliver outcomes for clients through high-quality workforce planning, training, client communications and change management capabilities.
• Collaborates with a wide stakeholder group to design and deliver the business plan for the area through effective leadership, prioritisation and resource management, ensuring alignment with business priorities and client needs.
• Owns production and management of contact volume forecasting and workforce planning for all teams in Client Services, including scheduling and real-time management, impact assessment and FTE budget tracking.
• Drives and owns Client Services change and business readiness activities to ensure effective and safe implementation of strategic change and continuous improvement initiatives. Represents Client Services in business-wide change initiatives, acting as an SME or decision maker as appropriate.
• Responsible for the design, delivery, continuous improvement and governance of the Transactional Client Communications suite. Coordinates with other areas to manage the communications library, develop communication plans, draft ad hoc communications and ensure standard communications are accurate and clear for clients and reviewed regularly.
• Owns planning, scheduling, delivery and governance of training programs for Client Services, including new hires, upskilling, regulatory and role-specific training.
• Identifies and leads Client Services business readiness activity for strategic change and continuous improvement opportunities to improve client service and deliver sustainable efficiencies. Represents Client Services in business-wide change initiatives, acting as an SME or decision maker as appropriate.
• Hires, evaluates and supervises crew. Provides guidance, coaching and training to deliver great client outcomes and enable crew to be the best they can be.
• Sets performance standards and frameworks for each team to drive good client outcomes. Reviews performance and makes decisions in line with policies and procedures, adjusting approach based on feedback and evolving business needs.
• Collaborates with the Heads of Client Contact/Senior Managers to support resource strategy through accurate plans and best-in-class training capability.
• Inspires and acts as a role model for the Client Service Optimisation 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, developing frameworks and policies for safe and resilient service delivery.
• Works with leaders across departments to allocate resources effectively and balance short-term needs with long-term capability development.
• Participates in special projects and performs other duties as assigned.

Qualifications

• 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 are desirable.
• Proven leadership skills with experience coaching, leading and developing a team.
• Demonstrable 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.

Benefits

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.