Key Responsibilities:
🔹 Client Relationship Management
Leverage relationship-building skills to foster a collaborative environment with internal Personal Investor clients.
Influence effective decision-making through trust-based partnerships and consistent engagement.
🔹 Strategic Collaboration & Resource Optimization
Partner with Personal Investor Shared Services to ensure resource maximization strategies are executed effectively.
Align operational goals with client needs to drive efficiency and performance.
🔹 Operational Planning & Analysis
Support daily planning by analyzing operational drivers (Volume, Shrinkage, AHT) using tools like Genesys, TimeTrade, Dynamics, MS Forms & Excel, and PowerBI
Provide data-driven insights to guide client decisions and optimize outcomes.
🔹 Consultative Guidance
Use quantitative, qualitative, and contextual data to recommend operational strategies.
Collaborate with internal clients, Supervisors, and Relationship Managers to enable optimal results.
🔹 Technology & Routing Support
Troubleshoot system and call routing issues in partnership with Technology Administrators and CCE.
Update workflows and documentation to reflect technology changes.
🔹 Contingency Management
Serve as a key contact during contingency events (e.g., weather, outages).
Execute contingency plans and ensure continuity of operations.
🔹 Week-Ahead Planning & Communication
Lead the week-ahead planning process and deliver compelling “week in review” narratives.
Communicate operational plans and consult on crew scheduling updates.
🔹 Crew Onboarding & Orientation
Facilitate onboarding/offboarding processes in collaboration with Shared Services.
Ensure new crew members and managers are equipped with necessary tools and resources.
🔹 PTO & Scheduling Support
Manage PTO solicitation workflows and consult with clients on waitlist approvals.
🔹 Process Improvement & Innovation
Champion process excellence and continuous improvement across workflows.
Promote creative and critical thinking, and integrate VMS principles into daily work.
🔹 Helm Coverage & Elevation Support
Share responsibility for helm coverage, including off-hours support.
Accurately test and document system elevations and post-certification results.
🔹 Special Projects & Additional Duties
Participate in cross-functional initiatives and contribute to broader organizational goals.
What You Bring:
Strong analytical and planning skills
Excellent communication and relationship-building abilities
Comfort with technology and operational tools
A collaborative mindset and commitment to process excellence
Qualifications
Undergraduate degree in business-related or technology field preferred.
Two years of general business experience and one year of industry experience.
One year of contact center experience preferred.
Demonstrated professionalism, confidence, assertiveness, and dependability.
Ability to interact and negotiate with peers and all levels of management and respectfully question the status quo.
Strong quantitative and technical aptitude; Proactive approach to problem identification and resolution.
Strong attention to detail. Proven ability to develop and maintain strong client relationships
Solid knowledge of all Microsoft applications, specifically Excel and Powerpoint.
Excellent written and verbal communication skills.
Proven ability to maintain confidentiality with sensitive information and work independently.
Demonstrated interest in call center operations functions.
Vanguard is not offering visa sponsorship for this position.
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.