Client Services Manager
Location: Manchester
Job Type: Permanent
Work Setup: Hybrid
Who We Are
Vanguard is one of the world's leading investment firms, dedicated to helping clients achieve lasting financial success. Established in 1975, its unique ownership structure-where funds own the company and investors own the funds-ensures all efforts are focused on client outcomes. Known for integrity, innovation, and low-cost investing, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.
What You'll Do
* Lead, coach, and develop a high-performing client service team, fostering a culture of accountability, collaboration, and continuous improvement with a focus on upskilling and succession planning.
* Act as the primary escalation point for complex client queries, driving process optimization, automation, and adoption of new technologies (AI, analytics) to enhance efficiency and client outcomes
* Collaborate with internal teams including Technology, Data, Compliance, Risk, and Oversight to improve CRM and telephony systems, ensure FCA compliance, and support governance frameworks
* Monitor KPIs and SLAs, implementing corrective actions and resource planning to align workforce capacity with strategic priorities and maintain quality excellence
* Represent Client Services in cross-functional projects, strategic ...