Client Case Representative Team Lead
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 and grow a high-performing team, setting clear expectations and providing ongoing coaching and training to achieve exceptional, compliant client outcomes aligned with business goals
* Serve as a player-manager and role model, promoting excellence in client service and operations through feedback, accountability, and a culture of continuous improvement
* Deliver consistent, exceptional client service across all channels, guiding the resolution of complex issues while maintaining regulatory compliance, service standards, and operational excellence with a focus on client outcomes
* Optimize operations and ensure compliance, maintaining adherence to processes, governance, and service standards while monitoring team performance and allocating resources to enhance productivity, quality, and first-c...