1. Manage staff. Provides guidance, training, and motivation as necessary to develop staff. Hires, evaluates, and counsels crew. Follows corporate disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures.
2. Keeps up to date on transformation capabilities. Informing key business partners of opportunities for improvement and progresses necessary teams to future state.
3. Ensure staffing plans address the flexibility required to manage volume spikes and market dips.
4. Maintains strong expertise of Genesys & industry standards for Speech/Text analytics capabilities, and how to best leverage within Self Directed service + operations organizations.
5. Coordinates and manages requests and workflow of the STA team from wide variety of business partners, including staying up to date on internal and external impacts to the larger operation as relevant.
6. Partners cross functionally with S&OE/BR, CCE, Product, and other stakeholders to align goals and how the STA team can best drive adoption of this new capability and support with actionable insights.
7. Leads a range of STA project deliverables, including both intraday requests as well as longer term initiatives.
8. Engages with a wide range of stakeholders including both different functional skill sets as well as different levels of organization.
9. Participates in special projects and performs other duties as assigned, including potential complex projects.
Qualifications:Minimum of five years related work experience in the Financial Services industry. Supervisory experience preferred.
Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
Strong written and verbal communication skills, client relationship management, and time management.
Strong quantitative and technical aptitude.
Able to interact with and influence with all levels of management.
Strong knowledge of PowerPoint and Excel.
Excellent written and verbal communication skills.
Flexibility, adaptability, and creativity required.
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.
Skills Required
- Minimum of five years related work experience in the Financial Services industry
- Supervisory experience
- Undergraduate degree or equivalent combination of training and experience
- Graduate degree preferred
- Strong written and verbal communication skills
- Strong quantitative and technical aptitude
- Ability to interact with and influence all levels of management
- Strong knowledge of PowerPoint and Excel
- Flexibility, adaptability, and creativity
Vanguard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vanguard and has not been reviewed or approved by Vanguard.
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Retirement Support — Retirement support appears unusually strong through a 401(k) design that includes a match plus an additional employer contribution, which can materially lift long-term total rewards. HSA seeding and an enhanced employer match further strengthen the savings-and-benefits value of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle support is reinforced by a sizable annual FlexFund stipend that can be applied across many day-to-day categories such as fitness, childcare, and other personal expenses. On-site or virtual clinics and fitness options add practical health and wellness convenience.
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Affordable Benefits — Healthcare and related benefits are positioned as comparatively affordable via heavily subsidized medical plans and broad coverage options. This affordability can offset moderate base pay for employees who place higher value on out-of-pocket cost reductions.
Vanguard Insights
What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
