Personal Investor Services Data Analyst

June 28, 2019|London, England, GB
Job Requisition #125234
Analyzes data, assesses trends and develops actionable insights and recommendations in support of business objectives.

Core Responsibilities

  • Manages service level and platform data
  • Analyses and reports to leaders and wider business
  • Manages Personal Investor services team rota and work planning tools
  • Manages telephony queues and groups to ensure efficiency and coverage Conducts capacity planning based on live and historic data
  • Forecasts seasonal resourcing needs and recommends adjustments to service levels or operational rhythm as necessary
  • Conducts experimental process and communication changes to drive down client contact
  • Designs and manages recruitment brief for PI services Team
  • Designs and implements effective training plan for new starters and keeps updated with future products, services and platform changes to adjust the plan as necessary
  • Designs and manages QA (quality assurance) framework and evaluation tools
  • Provides reporting and live feedback and identifies and delivers ongoing training needs
  • Identifies and implements projects to improve platform and client experience e.g. review of dormant, duplicate, non-funded accounts
  • Maintains good understanding of other client experience team roles and provides cover in periods of absence
  • Provides coaching and training to the client associate team to drive improved service levels
  • Assists client service associates in handling client enquiries during high volume periods
  • Adheres to expected service standards and follows standardised processes
  • Participates in ad-hoc projects and activities that support the client experience

Qualifications

  • Minimum of three years related work experience.
  • Undergraduate degree or equivalent combination of training and experience.
June 28, 2019|London, England, GB
Job Requisition #125234
Analyzes data, assesses trends and develops actionable insights and recommendations in support of business objectives.

Core Responsibilities

  • Manages service level and platform data
  • Analyses and reports to leaders and wider business
  • Manages Personal Investor services team rota and work planning tools
  • Manages telephony queues and groups to ensure efficiency and coverage Conducts capacity planning based on live and historic data
  • Forecasts seasonal resourcing needs and recommends adjustments to service levels or operational rhythm as necessary
  • Conducts experimental process and communication changes to drive down client contact
  • Designs and manages recruitment brief for PI services Team
  • Designs and implements effective training plan for new starters and keeps updated with future products, services and platform changes to adjust the plan as necessary
  • Designs and manages QA (quality assurance) framework and evaluation tools
  • Provides reporting and live feedback and identifies and delivers ongoing training needs
  • Identifies and implements projects to improve platform and client experience e.g. review of dormant, duplicate, non-funded accounts
  • Maintains good understanding of other client experience team roles and provides cover in periods of absence
  • Provides coaching and training to the client associate team to drive improved service levels
  • Assists client service associates in handling client enquiries during high volume periods
  • Adheres to expected service standards and follows standardised processes
  • Participates in ad-hoc projects and activities that support the client experience

Qualifications

  • Minimum of three years related work experience.
  • Undergraduate degree or equivalent combination of training and experience.

Our commitment to equal employment opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please inform careers@vanguard.com if you need assistance completing this application or to otherwise participate in the application process.

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