Role Summary
The SIPP Client Services Manager is a newly-created role reporting to the Retirement Client Services Manager in our direct-to-consumer platform, UK Personal Investor (UKPI). UKPI is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. Vanguard aims to win in retirement, and this role will be critical in enabling that success.
You must be an exceptionally strong leader with a track record of building and leading high-performing teams. We’re looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.
Our office is in the exclusive Landmark Building at St Peter’s Square, prime office space in the heart of an exciting and dynamic city. Our Manchester hub will be dedicated to continuing our core purpose; giving investors the best chance for investment success.
Manchester is an obvious choice for Vanguard’s second UK office; a city that matches our ambition and diversity. We are committed to building a team there that builds on our culture and showcases our values of Care, Inclusion, Integrity and Tenacity.
About Vanguard
Vanguard is an investment company unlike any other. It was founded by Jack Bogle in the US in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. Jack helped bring investing to the masses with the index fund. Index funds do not pick individual shares or bonds to beat the market. They track the performance of the entire market. Or as Jack put it, "Don't look for the needle in the haystack. Just buy the haystack!”. We have stood for low-cost, uncomplicated investing ever since. Over the last 45 years people have come round to our way of thinking and more than 30 million investors worldwide now trust us with their money.
Key Responsibilities
· Lead, coach, and develop a team of client service associates and specialists.
· Foster a culture of accountability, collaboration, and continuous improvement.
· Conduct regular one-to-ones and performance reviews, supporting career progression and succession planning.
· Act as the escalation point for complex client queries and complaints.
· Drive process optimisation and automation to improve efficiency and client outcomes.
· Collaborate with technology and data teams to enhance CRM and telephony systems.
· Monitor KPIs and SLAs, implementing corrective actions where necessary.
· Liaise with internal teams including Compliance, Risk, and Oversight.
· Represent Client Services in cross-functional projects and strategic initiatives.
· Ensure adherence to FCA guidelines and internal governance frameworks.
· Champion upskilling, succession planning, and leadership development for high performers.
· Foster a culture of growth and engagement, empowering specialists and team members to innovate.
· Lead and develop the most technically skilled SIPP team, driving quality excellence and spearheading continuous improvement.
· Shape the pension proposition by analysing client trends and feeding insights into product and service design.
· Represent the function in governance and strategic forums, influencing policy and client experience.
· Drive adoption of new technologies (AI, automation, analytics) to improve efficiency and client outcomes.
· Oversee resource planning and workforce optimisation to align capacity with strategic priorities.
Essential Skills & Experience
· Significant experience within the financial services sector.
· Strong understanding of pension legislation and regulatory frameworks.
· Excellent communication skills - written, verbal, and interpersonal.
· Ability to manage complex client scenarios and deliver compliant solutions.
· Proven experience in managing projects and driving operational change.
· Industry certifications (e.g., CII, PMI).
· A track record of successfully leading and building teams with a strong client focus, and a proven ability to develop and lead a diverse, multi-functional group with care. Comfortable taking tough decisions when needed.
Location & Working Pattern
· Based in Manchester, with hybrid working options available.
· Occasional travel to other UK offices may be required.
Salary & Benefits
· Competitive salary.
· Discretionary annual bonus.
· Pension scheme with employer contributions.
· Private medical cover and income protection.
· Access to flexible benefits including tech scheme and cycle to work.
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.
