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- Tasks: Lead and develop a high-performing client services team in the financial sector.
- Company: Join Vanguard, a revolutionary investment company focused on client success.
- Benefits: Competitive salary, annual bonus, pension scheme, and private medical cover.
- Why this job: Shape the future of retirement services and make a real impact on clients' lives.
- Qualifications: Experience in financial services and strong leadership skills required.
- Other info: Hybrid working model with opportunities for career growth and development.
The predicted salary is between 43200 - 72000 £ per year.
The SIPP Client Services Manager is a newly-created role reporting to the Retirement Client Services Manager in our direct-to-consumer platform, UK Personal Investor (UKPI). UKPI is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. Vanguard aims to win in retirement, and this role will be critical in enabling that success. You must be an exceptionally strong leader with a track record of building and leading high-performing teams. We’re looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.
Our office is in the exclusive Landmark Building at St Peter’s Square, prime office space in the heart of an exciting and dynamic city. Our Manchester hub will be dedicated to continuing our core purpose; giving investors the best chance for investment success. Manchester is an obvious choice for Vanguard’s second UK office; a city that matches our ambition and diversity. We are committed to building a team there that builds on our culture and showcases our values of Care, Inclusion, Integrity and Tenacity.
Key Responsibilities
- Lead, coach, and develop a team of client service associates and specialists.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct regular one-to-ones and performance reviews, supporting career progression and succession planning.
- Act as the escalation point for complex client queries and complaints.
- Drive process optimisation and automation to improve efficiency and client outcomes.
- Collaborate with technology and data teams to enhance CRM and telephony systems.
- Monitor KPIs and SLAs, implementing corrective actions where necessary.
- Liaise with internal teams including Compliance, Risk, and Oversight.
- Represent Client Services in cross-functional projects and strategic initiatives.
- Ensure adherence to FCA guidelines and internal governance frameworks.
- Champion upskilling, succession planning, and leadership development for high performers.
- Foster a culture of growth and engagement, empowering specialists and team members to innovate.
- Lead and develop the most technically skilled SIPP team, driving quality excellence and spearheading continuous improvement.
- Shape the pension proposition by analysing client trends and feeding insights into product and service design.
- Represent the function in governance and strategic forums, influencing policy and client experience.
- Drive adoption of new technologies (AI, automation, analytics) to improve efficiency and client outcomes.
- Oversee resource planning and workforce optimisation to align capacity with strategic priorities.
Essential Skills & Experience
- Significant experience within the financial services sector.
- Strong understanding of pension legislation and regulatory frameworks.
- Excellent communication skills - written, verbal, and interpersonal.
- Ability to manage complex client scenarios and deliver compliant solutions.
- Proven experience in managing projects and driving operational change.
- Industry certifications (e.g., CII, PMI).
- A track record of successfully leading and building teams with a strong client focus, and a proven ability to develop and lead a diverse, multi-functional group with care. Comfortable taking tough decisions when needed.
Location & Working Pattern
- Based in Manchester, with hybrid working options available.
- Occasional travel to other UK offices may be required.
Salary & Benefits
- Competitive salary.
- Discretionary annual bonus.
- Pension scheme with employer contributions.
- Private medical cover and income protection.
- Access to flexible benefits including tech scheme and cycle to work.
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.
SIPP Client Services Manager employer: Vanguard
Contact Detail:
Vanguard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SIPP Client Services Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current Vanguard employees on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching Vanguard's values and culture. Think about how your experience aligns with their mission of client care and innovation. Show them you're not just a fit for the role, but for the team!
✨Tip Number 3
Practice your leadership stories! As a SIPP Client Services Manager, you'll need to demonstrate your ability to lead and develop teams. Have examples ready that showcase your coaching skills and how you've driven operational change.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Vanguard and being part of our exciting journey in Manchester.
We think you need these skills to ace SIPP Client Services Manager
Some tips for your application 🫡
Show Your Passion for Clients: When writing your application, make sure to highlight your passion for client service. We want to see how you’ve gone above and beyond to ensure clients are happy and satisfied in your previous roles.
Be a Storyteller: Use your application to tell a story about your leadership experiences. We love hearing about how you've built and led high-performing teams, so share specific examples that showcase your skills and achievements.
Tailor Your Application: Don’t just send a generic application! Make sure to tailor your CV and cover letter to the SIPP Client Services Manager role. Highlight relevant experience in financial services and your understanding of pension legislation.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to find all the details you need about the role and our company culture there!
How to prepare for a job interview at Vanguard
✨Know Your Stuff
Make sure you brush up on your knowledge of pension legislation and regulatory frameworks. Being well-versed in these areas will show that you're serious about the role and understand the complexities involved in client services.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your ability to foster a culture of accountability and collaboration, as this is key for the SIPP Client Services Manager role.
✨Be Client-Centric
Demonstrate your passion for clients by sharing specific instances where you've gone above and beyond to resolve complex client queries or improve client outcomes. This will resonate well with Vanguard's commitment to client success.
✨Embrace Technology
Familiarise yourself with the latest technologies in client services, such as AI and automation. Be ready to discuss how you can drive the adoption of these tools to enhance efficiency and client experience in the role.
