RETIREMENT CLIENT SERVICES MANAGER

The Retirement Client Services Manager is a newly-created role reporting to the Head of Retirement and Managed Services in our direct-to-consumer platform, UK Personal Investor (UKPI). UKPI is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. Vanguard aims to win in retirement, and this role will be critical in enabling that success.
You must be an exceptionally strong leader with a track record of building and leading high-performing teams. We’re looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. You will be obsessed with better retirement outcomes for investors and will help define and create Vanguard’s retirement service with our Offer & Strategy team. The successful candidate will have a passion for pensions and retirement planning and amplify Vanguard’s position in the market through content and engagements with journalists. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.
Our office is in the exclusive Landmark Building at St Peter’s Square, prime office space in the heart of an exciting and dynamic city. Our Manchester hub will be dedicated to continuing our core purpose; giving investors the best chance for investment success.
Manchester is an obvious choice for Vanguard’s second UK office; a city that matches our ambition and diversity. We are committed to building a team there that builds on our culture and showcases our values of Care, Inclusion, Integrity and Tenacity.

LEADERSHIP OF CREW

• Hires, evaluates, and supervises crew. Provides guidance and organises training to develop crew. Sets and reviews performance standards, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Responsible for ensuring teams achieve target SLAs and that KPIs are met.
• Lead, develop and mentor retirement specialists as well as managers of crew who interact with clients directly. Handle serious and escalated issues. A good knowledge of pensions is essential for the role although it is not a technical expert we are looking for.
• Ensure appropriately qualified crew maintain their professional qualifications, CPD and professional status as required by our regulatory approvals.

QUALIFICATIONS

• Significant related work experience in Retirement Client Services with an asset manager, pensions provider, bank, or related financial services firm.
• A track record of successfully leading and building teams with a strong client focus, and a proven ability to develop and lead a diverse, multi-functional group with care. Experience leading staff undertaking regulated activities. Comfortable taking tough decisions when needed.
• Detailed knowledge of the UK regulatory and pensions landscape.
• A culture carrier adept at role modelling, building and nurturing our values and culture
• A passion for retirement topics and confidence in engaging with journalists.
• Evidence of acting as agent of change, identifying and driving improvements.
• Strong analytical data skills, with experience in developing and testing hypotheses.
• Undergraduate degree or equivalent combination of training and experience required.
• Able to work in-person in our Manchester St Peter’s Square office at least three days per week (Tues-Thurs).