SIPP Client Services Manager at Vanguard

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Investment Management, Retirement ServicesIndustries

Requirements

Significant experience within the financial services sector
Strong understanding of pension legislation and regulatory frameworks
Exceptionally strong leader with a track record of building and leading high-performing teams
Passion for clients
Visionary about how retirement offers may evolve over time to provide scalable solutions to investors

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

Skills

Leadership

Team Building

Client Services

Retirement Planning

Pensions

SIPP

Operating Model

Scalability

Stakeholder Management

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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