The primary responsibilities of the team include: (Skillsets – Project mgmt, Data, Relationship mgmt)

• Enable CSG’s Recordkeeping business to proactively prioritize, identify risks, and design client retention mitigation strategies to reduce churn, increase customer satisfaction, engagement, and lifetime value through coaching & Deal Review facilitation.
• Utilize relationship & project management skills in working 1:1 with client-facing teams to proactively manage primarily client administration issue cases.
• Contribute to the evolution of the Client Retention & Oversight offer to enable deeper CSG adoption & further scalability opportunities by motivating and guiding organization towards achieving retention goals.
• Utilize effective change management practices to enable CSG to create a cohesive one vanguard culture resulting in an increase in client loyalty.
• Proactively monitor & analyze client data to identify trends, extract actionable insights, and measure effectiveness of various retention efforts. se data driven skills to devise innovative retention solutions.
• Strong project management skills with the ability to manage multiple initiatives simultaneously. Projects often require multiple business groups to create a unified experience.
• Proactively fosters communication between internal and external project stakeholders. Influences key decisions across stakeholder groups by closely partnering with senior leaders and decision-makers across IIG & strategic partners
  
  
  

What it takes:

• Project management experience preferred, Financial Services or function-specific experience preferred. Previous people-leadership experience preferred.
• Ability to work with front line Crew during escalation process.
• Understanding of Recordkeeping business preferred.
• Ability to collect and analyze data from multiple sources to prove/disprove hypotheses and tell a cohesive story.
• Comfort in an ambiguous, transformative business environment
• Deep understanding of communication/change management, group dynamics and coaching. You are not afraid to raise issues and remove impediments from projects.
• You have an insatiable appetite for excellent client service.
  
  
  

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.