Retail Manager Retail Manager …

The Vanguard Group, Inc
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Competitive
The Vanguard Group, Inc
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Competitive
Retail Manager
Retail Investor Group Command Center Senior Manager Charlotte, NC/en-US/vanguard_external/job/Charlotte-NC/Retail-Investor-Group-Command-Center-Senior-Manager_132716/apply

Financial Integrity from the inside out

Looking after the best interests of Vanguard investors starts with having a clear picture of our own business and financial situation. As a steward of Vanguards success and operations, youll make your contribution count. Are you ready to make a difference?

The Command Center Senior Manager will work to enhance monitoring, analyzing, and communication for the Retail Investor Group (RIG) environment across all channels (front office, back-office, and web). The Senior Manager will oversee the interdependencies across the organization, queues and segments, recommending critical operational decisions around workforce management and resource sharing as well as tax season operational communications to senior leadership, key operational reports for RIG, executing on operational decisions, and leading technology and process improvement strategy for operations management.

In this role you will:

  • Manage a cross functional and cross-site leadership team. Provides guidance, coaching/development, and motivation as necessary to develop staff. Hire, evaluate and counsel crew.
  • Play an active role in perpetuating a strong leadership culture to make Vanguard a best place to work and invest.
  • Responsible for the daily and near term operational business readiness and execution for the division. This includes the workforce management and workflow distribution of inbound phones, email, appointments, and processing. Ensure business lines are adequately staffed and skilled to achieve operational success. Monitor the environment across multiple channels (e.g. marketing, external news, web traffic, speech analytics), uncovering leading signals and recommending deviations for the business plan. Leverage analytical techniques to decipher signals within large sets of data. Uses judgement to elevate concerns and bring in appropriate parties to take action.
  • Leverage statistical capabilities to provision operational analytics which provide insight into the current operational environment, impacts of decisions made, and the client experience, championing process improvement opportunities that arise from delivered insights.
  • Lead divisional level week-ahead preparation sessions, to ensure business readiness.
  • Work with internal business leaders to develop a better understanding of key operational initiatives coupled with the broader divisional goals of the organization, striking a balance between capacity, cost and business imperatives while demonstrating exceptional CRM, consultative, and presentation skills with key decision makers. Build working relationships across the business, as well as key stakeholders who support Retail. Partner with sub-divisional leadership to optimize resources across the division. Own the execution of the agreements.
  • Package and deliver timely communications surrounding operational decisions, insights, and trends to senior leadership. Leads operational review with RIG Operating Committee (MD and MD-1 team)
  • Own critical operational technologies surrounding workforce management, workflow distributions, call recording, and the interactive voice response. Stay abreast of industry leading technologies and advocates for improvement.
  • Support divisional contingency efforts to ensure operational impacts are assess and mitigated. Ensure 24/7/365 availability to senior leadership to support high impact events to the operations.
  • Partner with senior leadership to support process excellence efforts as related to operations management, through the application of six sigma methodology.
  • Support the broader Strategic Support-Operations Management department by leveraging deep technical skills and industry knowledge to improve and upgrade functional areas capabilities.

What it takes:

  • Undergraduate degree or equivalent combination of training and experience. Advance degree preferred. Experience in workforce management, resource planning, analytics, and program management preferred.
  • 10+ years of progressive work experiences across operations, technology, analytics, and people leadership
  • Experience working with front office, back-office and web data preferred.
  • Lean Six-Sigma trained. Master Black Belt preferred.
  • Proven track record of being able to think through complex situations and arriving at sound recommendations.
  • Experience engaging and partnering with senior leadership across the organization to discuss complex decisions.
  • Strong strategic and conceptual thinking skills and proven ability to assess financial and operational environments to identify when action is needed.
  • Ability to work independently or through others on multiple assignments simultaneously to make change.

    Special Factors

    Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, were changing the way the world invests.

For us, investing doesnt just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose and thats how weve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Lets make it count.

Inclusion Statement

Vanguards continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: Do the right thing.

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguards core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Posted 2 Days AgoFull time132716

Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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