About this role
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.