Complaints Lead

About Vanguard

More than 45 years ago, John C. Bogle had a bold vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

The Team and Opportunity

Reporting into the the Manager of Client & Adviser Service as a crucial position in our Client and Adviser Services team, the Complaints Lead will join our well-established business to take overall responsibility in managing complaints. This role will ensure the complaints management process and policy meets legislative and regulatory obligations in accordance with industry best practice to deliver a high quality of service to existing and new clients through multi-channel support.

What you will do

• Ensure that all complaints are effectively managed, responded to and resolved within regulatory guidelines and agreed service standards.

• Manage end to end complaints process, ensuring resolution of all cases within agreed service standards including preparation of formal IDR responses.

• Own relationship with AFCA and lead EDR engagement as required.

• Maintain integrity of complaints data and prepare periodic Complaints reporting to stakeholders including the executive team, board, and other management committees.

• Be the key escalation point for complaint management, investigation, and resolution

• Act as liaison between Compliance, Legal Counsel, Client Services, and other stakeholders where appropriate.

• Perform complaint data analysis, trend analysis and identification of systemic issues

• Ensure the complaints register is being maintained in an accurate and timely manner

• Responsible for the oversight of the IDR complaints process to ensure it adheres to RG271

• Effectively manage relationship with investors, administrator, service providers and other stakeholders as required.

• Being the key contact for audits of complaint management at Vanguard

• Identify opportunities for improvement to streamline the complaints management process.

• Support business projects as complaints SME where required

What we are looking for

• Undergraduate degree in a related field is desirable and any relevant post graduate qualifications would be highly regarded

• Demonstrated experience in a similar role in complaints management, client services, preferably in contact centre environment or other financial services organisations would be well regarded

• Demonstrated client first mentality, ensuring outcomes are met to deliver top tier service to all clients

• Demonstrated experience in managing matters of high complexity, sound problem solving, resolution and decision-making abilities

• Demonstrated experience effectively communicating with internal and external stakeholders, within a dynamic and fast-paced environment

Specialisations that will make an impact

• Strong understanding of RG271, consumer protection laws relation to financial products and services, AFCA approaches and relevant industry codes of practice

• RG146 qualifications preferred

• Experience managing and resolving complaints for retail clients.

• Experience with agile practices

• Strong verbal and written communication skills

Inclusion Statement

Vanguard’s 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 Vanguard’s 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.

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.