1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

2. Responsible the day-to-day activities, guidance and successful management of the complaints handling team

3. Provides oversight, assistance and direction to the team and / or wider business on the handling of complaints, the regulatory requirements, on investigation techniques and outcome-based decision-making, including offering appropriate redress.

4. Provides guidance to crew on handling more complex requests. May handle escalated issues, taking management calls and handling complaints when required. Generates reports on business and operational metrics. May prepare and deliver presentations to management.

5. Set the team up for success by actively reviewing incoming volume, triaging the team's workload to identify priorities

6. Oversees the development of relationships with internal partners that facilitate the resolution of client issues. Ensures team members collaborate according to Vanguard policies and regulatory requirements.

7. Responsible for workflow changes to ensure the highest level of service. Ensures team members meet Vanguard service level commitments by providing timely, specific, and actionable feedback.

8. Coach, mentor and developed staff, including overseeing new employee on boarding
inductions, taking responsibility for implementing/overseeing personal development plans and actively supported the team to achieve their goals and objectives

9. Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client service operations.

10. Participates in special projects and performs other duties as assigned.

• Minimum of three years related work experience in the Financial Services industry. Two years experience in client services preferred. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience required.