Vanguard Asset Management - London, United Kingdom
Planning and building the client service model for Vanguard's Self Invested Personal Pension (SIPP) offering.
- Build close and effective relationships with key internal and external stakeholders (e.g. Programme Steering Committee, Finance, HR, Technology and third-party suppliers)
- Understanding client’s needs and devising a digital solution that results in satisfied clients and a scalable product.
- Designing and developing processes, procedures, website content, client outputs, business specification documents, data collection and analysis plan.
- Recruit and train a team of retirement consultants and up skill existing client service staff.
- Coordinate internal resources and third parties to implement a digital booking solution to reduce client contact and improved client experience.