Contact Center Service Manager

Vanguard, one of the world’s largest investment management companies and a recognized employer of choice, seeks a Contact Center Service Manager who will be responsible for leading the engineering and support of Vanguard’s Contact Centers domestically and internationally. This is a challenging and exciting role that will provide exposure to multiple business units, vendors and IT teams and is a great chance for a leader broaden their perspective of Vanguard/IT and support a critical aspect of the enterprise.

Duties and Responsibilities

1. Manages staff. Provides guidance, training, and motivation, as necessary to develop staff. Hires, terminates, evaluates and counsel personnel. Sets performance standards, reviews performance, provides feedback and recommends wage increases/adjustments in accordance with all applicable Human Resources policies and procedures.

2. Develops strong working relationships with internal client management. Meets with client management to negotiate head count, project budget, and major deliverables. Assists clients with writing client deliverables, such as a Project Charter or Service Delivery Agreement, and coordinates activities of other team members helping clients write client deliverables.

3. Plans, develops and executes short and long range goals/strategies to meet department and corporate objectives. Also recommends solutions within established timeframes and budgetary controls.

4. Anticipates current and future needs of the organization and makes recommendations regarding project scope, schedule and budget. Evaluates alternatives for modifications to systems and recommend and/or make decisions on solutions that meet long-term business objectives and current organizational requirements.

5. Recommends the most appropriate system solutions in accordance with the clients long term goals and systems architectural guidelines and policies.

6. Develops and implements operational plans to achieve departmental objectives.

7. Manages the evaluation and selection of IT vendor products and services, including contracting and consulting resources.

8. Designs, develops and maintains departmental budget. Manages expenses and ensures department operates within budgetary guidelines.

9. Ensures staff complies with IT policies and procedures, especially t

hose for quality, productivity, service levels and architecture standards that enable the team to meet established project milestones. Ensures staff complies with all IT Security and Human Resources policies and procedures.

10. Manages special projects and performs other duties as assigned. Coordinates activities and interacts extensively across department lines.

Qualifications

1. Undergraduate degree in a related field or the equivalent combination of training and experience preferred

2. Ten years’ software development experience including five to six years’ as a Project Manager/ Manager.
3. Strong negotiation skills
4. Excellent written and oral communication skills, including interviewing and presentation skills
5. Excellent analysis and problem solving skills
6. Broad knowledge of the financial services industry
7. Expert knowledge of the following project methodology practices and concepts:
Full product life cycle
Quality methodology
Requirements gathering
Resource planning
8. Expert knowledge of multiple IT platforms:
AS/400
Client/server
IBM mainframe
Microsoft Windows
OS/390
UNIX
9. Expert knowledge of current versions of the following products:
Lotus Notes
Microsoft Office Suite
Special Factors
Vanguard is not offering visa sponsorship for this position.