Description

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 forums, and governance, influencing pension proposition design through analysis of client trends and championing innovation and leadership development

What You Bring
* Extensive experience working with SIPPs (Self-Invested Personal Pensions)
* Experienced leader within the financial services, with a strong understanding of pension legislation and regulatory frameworks.
* Proven ability to manage complex client scenarios, deliver compliant solutions, and lead operational change through project management expertise
* Excellent written, verbal, and interpersonal communication skills, enabling effective stakeholder engagement and team collaboration
* Demonstrated success in building and leading diverse, multi-functional teams focused on client service, with a confident approach to making tough decisions when required
* Relevant industry certifications such as CII or PMI, underpinning professional knowledge and leadership capabilities

What's Next
If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at adjustments@robertwalters.com to discuss how we can support you.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.