Responsibilities:

1. Manage staff. Provides guidance, training, and motivation as necessary to develop staff. Hires, evaluates, and counsels crew. Follows corporate disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures.

2. Keeps up to date on transformation capabilities. Informing key business partners of opportunities for improvement and progresses necessary teams to future state.

3. Ensure staffing plans address the flexibility required to manage volume spikes and market dips.

4. Maintains strong expertise of Genesys & industry standards for Speech/Text analytics capabilities, and how to best leverage within Self Directed service + operations organizations.

5. Coordinates and manages requests and workflow of the STA team from wide variety of business partners, including staying up to date on internal and external impacts to the larger operation as relevant.

6. Partners cross functionally with S&OE/BR, CCE, Product, and other stakeholders to align goals and how the STA team can best drive adoption of this new capability and support with actionable insights.

7. Leads a range of STA project deliverables, including both intraday requests as well as longer term initiatives.

8. Engages with a wide range of stakeholders including both different functional skill sets as well as different levels of organization.

9. Participates in special projects and performs other duties as assigned, including potential complex projects.

Qualifications:

• Minimum of five years related work experience in the Financial Services industry. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Strong written and verbal communication skills, client relationship management, and time management.
• Strong quantitative and technical aptitude.
• Able to interact with and influence with all levels of management.
• Strong knowledge of PowerPoint and Excel.
• Excellent written and verbal communication skills.
• Flexibility, adaptability, and creativity required.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.