Head Of Client Service Optimisation

Head Of Client Service Optimisation

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 Head of Client Service Optimisation is responsible for delivering 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 meeting 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 great outcomes for clients through the provision of high-quality workforce planning, training, client communications and change management capabilities.
• Collaborating with a wide stakeholder group, responsible for the design and delivery of the business plan for the area through effective and proactive 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 schedule and real time management, impact assessment and FTE budget tracking for all teams within Client Services.
• Drives and owns Client Services change and business readiness activity to ensure effective and safe implementation of strategic change and continuous improvement initiatives. Represents Client Services in business-wide change initiatives, acting either as an SME or decision maker, as appropriate.
• Responsible for the design, delivery, continuous improvement and governance of the Transactional Client Communications suite. Responsible for coordinating with other areas of the business to manage the communications library, develop communication plans, draft ad hoc communications and ensure that standard communications are accurate and clear for clients and reviewed regularly.
• Owns the planning, scheduling, delivery and governance of training programs for Client Services, to include new hires, upskilling, regulatory and role specific training.
• Identifies, drives and owns 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 either as an SME or decision maker, as appropriate.
• Hires, evaluates, and supervises crew. Provides guidance, coaching and training as necessary to deliver great client outcomes and enable crew to be the best they can be.
• Sets performance standards and frameworks for each team in the function which are designed to drive good client outcomes. Reviews performance and makes informed decisions in accordance with all applicable policies and procedures. Adjusts the approach based on feedback, performance data, and evolving business needs.
• Collaborates with the Heads of Client Contact/Senior Managers to support the resource strategy through the provision of 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. Ensures appropriate control and governance and develops frameworks and policies to ensure safe and resilient delivery of service.
• Works in partnership with leaders across departments to ensure resources are allocated effectively. Balances short-term business 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 is desirable.
• Proven leadership skills with experience of coaching, leading and developing a team.
• Demonstratable ability to design and implement Business Plans that drive performance and improve client outcomes.
• Excellent communication, facilitation and stakeholder management skills.
• Strong organizational and prioritization 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.

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.