Workforce Continuity Associate – Operations

Job Description

Workforce Continuity Associate | Vanguard

The Tone:
This is a full-time role at Vanguard, operating under a hybrid working model. Vanguard is on a mission to work for the long-term financial wellbeing of its clients. This role is pivotal for driving operational excellence, strengthening internal client relationships, and enabling seamless collaboration across Shared Services, offering an opportunity to explore operations and provide recommendations to business partners.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid

• Team: Workforce Continuity businesses within Personal Wealth, collaborating with Personal Investor Shared Services
• Mission: To support the day-to-day operational needs of Workforce Continuity businesses within Personal Wealth while providing best-in-class customer service to all internal clients.
• Tech Stack: Genesys, Microsoft Excel, Microsoft PowerPoint

What You’ll Actually Do
• Client Relationship Management: Foster collaborative environments and influence effective decision-making through trust-based partnerships with internal Personal Investor clients.
• Strategic Collaboration: Partner with Personal Investor Shared Services to execute resource maximization strategies and align operational goals with client needs.
• Contingency Management: Serve as a key contact during contingency events, such as weather or outages, and execute contingency plans to ensure continuity of operations.
• Operational Support: Share responsibility for helm coverage, including off-hours support, accurately capture and process callouts, facilitate crew onboarding/offboarding, and manage PTO solicitation workflows and scheduling.
• Process Improvement: Champion process excellence and continuous improvement across workflows, promoting creative and critical thinking while integrating VMS principles into daily work.

The Must-Haves
• Background: Entry-Level. General business knowledge, with a preference for an undergraduate degree in a business-related or technology field.
• Experience: Two years of general business experience, including one year of industry experience. One year of contact center experience is preferred.
• Skills: General Genesys knowledge (Queues, Business Segments, Scheduling), strong quantitative and technical aptitude, proficiency in Microsoft Excel and PowerPoint, excellent written and verbal communication skills, and a proven ability to develop and maintain strong client relationships.
• Bonus: Demonstrated interest in call center operations functions, professionalism, confidence, assertiveness, dependability, ability to interact and negotiate with peers and all levels of management, and respectfully question the status quo.