Duties and Responsibilities

　　Leverages client relationship management skills to strengthen internal client relationships and foster collaborative environment that leads to effective decision making.

　　Collaborates with aligned internal client and internal Shared Services team to ensure that all aspects of resource maximization are being pursued and executed upon.

　　Supports daily operational planning for aligned clients by assessing the variance of operational drivers (i.e. Volume, Shrinkage, AHT)..

　　Leverages quantitative, qualitative, and contextual guidance and consults with aligned internal clients, Supervisor, and when appropriate the Relationship Manager, to make recommendations that enable optimal operational results.

　　Collaborates with Supervisor, Relationship Manager, and/or Technology Administrator to troubleshoot system and call routing issues, and consults with Telecom, internal client/contingency coordinator, and/or Shared Services leadership team as appropriate. Updates workflows and documentation based on technology-related changes.

　　Acts as a resource and point of contact for internal clients as needed during contingency events including weather events, systems outages, etc. Carries out activities identified in the appropriate contingency plan(s) when put into effect.

　　Leads week-ahead planning process, and collaborates with Shared Services business partners and internal client to provide contextual background/insights to tell the week in review story and effectively communicate operational plan for the upcoming week. Consults with aligned internal client regarding operational recommendations and updates crew schedules as appropriate.

　　Facilitates on/off-boarding of employees, collaborating with Telecom, Shared Services peers, and internal aligned client. Supports operational orientation of new employees and management, and ensures they have access to necessary operational tools/resources.

　　Supports PTO solicitation process, and consults with internal client to apply workflows for approving PTO waitlists when appropriate.

　　Initiates, develops, and implements improvements to Shared Services and internal client workflows/processes. Fosters process excellence and creative/critical thinking in their everyday work. Develops and maintains effective working relationships with Shared Services and internal client management/peers by fostering a positive, collaborative, and inclusive environment.

　　Shares in the responsibility to know and understand helm responsibilities and cover the helm, including off hours, as needed. Shares in the responsibility to work off hours to support elevations by accurately testing changes and identifying, documenting and reporting post-certification results and defects.

　　Participates in special projects and performs other duties assigned.

　　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

　　We are Vanguard. Together, we’re changing the way the world invests.

　　For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

　　We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

　　Inclusion Statement

　　Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

　　We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

　　When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

　　Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

　　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.

　　Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

　　This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy (https://www.vanguardjobs.com/site-privacy-policy/) to read more information and learn how to change your preferences.