Supporting the day-to-day operational needs of Workforce Continuity businesses within Personal Wealth, while providing best in class customer services to all internal clients.

As a Workforce Continuity Associate, you will play a pivotal role in driving operational excellence, strengthening internal client relationships, and enabling seamless collaboration across Shared Services. This role is ideal for a proactive problem-solver who thrives in a dynamic environment and is passionate about delivering impactful results. Great opportunity to dive into the world of operations, providing recommendations to our business partners.

Key Responsibilities:

Client Relationship Management

• Leverage relationship-building skills to foster a collaborative environment with internal Personal Investor clients.

• Influence effective decision-making through trust-based partnerships and consistent engagement.

Strategic Collaboration & Resource Optimization

• Partner with Personal Investor Shared Services to ensure resource maximization strategies are executed effectively.

• Align operational goals with client needs to drive efficiency and performance.

Helm Coverage & Callouts

• Share responsibility for helm coverage, including off-hours support.

• Accurately capture and process callouts for crew.

Technology & Routing Support

• Troubleshoot system and call routing issues in partnership with Technology Administrators.

• Update workflows and documentation to reflect technology changes.

Contingency Management

• Serve as a key contact during contingency events (e.g., weather, outages).

• Execute contingency plans and ensure continuity of operations.

Crew Onboarding

• Facilitate onboarding/offboarding processes in collaboration with internal business partners.

PTO & Scheduling Support

• Manage PTO solicitation workflows and consult with clients on waitlist approvals.

• Assist building out Schedule Workplans and Schedule Shift slide.

Process Improvement & Innovation

• Champion process excellence and continuous improvement across workflows.

• Promote creative and critical thinking and integrate VMS principles into daily work.

Special Projects & Additional Duties

• Participate in cross-functional initiatives and contribute to broader organizational goals.

Qualifications:

• General Genesys knowledge (Queues, Business Segments, Scheduling, etc.)
• Undergraduate degree in business-related or technology field preferred.
• Two years of general business experience and one year of industry experience.
• One year of contact center experience preferred.
• Demonstrated professionalism, confidence, assertiveness, and dependability.
• Ability to interact and negotiate with peers and all levels of management and respectfully question the status quo.
• Strong quantitative and technical aptitude; Proactive approach to problem identification and resolution.
• Strong attention to detail. Proven ability to develop and maintain strong client relationships
• Solid knowledge of all Microsoft applications, specifically Excel and PowerPoint.
• Excellent written and verbal communication skills.
• Proven ability to maintain confidentiality with sensitive information and work independently.
• Demonstrated interest in call center operations functions.

Vanguard is not offering visa sponsorship for this position.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

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.