Client Case Representative Team Lead

Client Case Representative Team Lead
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 and grow a high-performing team, setting clear expectations and providing ongoing coaching and training to achieve exceptional, compliant client outcomes aligned with business goals
* Serve as a player-manager and role model, promoting excellence in client service and operations through feedback, accountability, and a culture of continuous improvement
* Deliver consistent, exceptional client service across all channels, guiding the resolution of complex issues while maintaining regulatory compliance, service standards, and operational excellence with a focus on client outcomes
* Optimize operations and ensure compliance, maintaining adherence to processes, governance, and service standards while monitoring team performance and allocating resources to enhance productivity, quality, and first-contact resolution
* Partner across teams and guide change, driving initiatives, promoting best practices, and ensuring consistent service delivery and team performance amid evolving business priorities

What You Bring
* Strong client focus with a commitment to delivering exceptional service
* Experience in the financial services sector
* Proven leadership and team management skills
* Ability to monitor team performance and drive results
* Experience conducting regular 1:1s and coaching sessions

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 (see below) 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.