"Listening is Powerful": Q&A with Vanguard's Colleen Campbell
Colleen Campbell "jumped at the chance" to join Vanguard after starting her career as an accountant and quickly finding a passion for helping people manage their finances. After working for Vanguard for over 10 years, in both Australia and the US, this month she was appointed as the firm's head of client service and administration. She tells us what she's most looking forward to in the new role, recalls memories of her "very fortunate" upbringing in Ohio and shares an interesting family tradition, befitting of the Easter weekend.
Colleen Campbell "jumped at the chance" to join Vanguard after starting her career as an accountant and quickly finding a passion for helping people manage their finances. After working for Vanguard for over 10 years, in both Australia and the US, this month she was appointed as the firm's head of client service and administration. She tells us what she's most looking forward to in the new role, recalls memories of her "very fortunate" upbringing in Ohio and shares an interesting family tradition, befitting of the Easter weekend.
What initially attracted you to the finance world?
I began my career as an accountant in the US, where I found helping people to manage challenging financial situations, like saving for retirement, filing taxes or managing an estate, to be very fulfilling. I came to know Vanguard because my accounting firm used Vanguard to manage their employee 401(k) plan. When my family moved to Pennsylvania and I had an opportunity to work at Vanguard in their Institutional Investor Group, I jumped at the chance to help people save for retirement.
What are you most looking forward to in taking on your new role with Vanguard?
Working with a team that is focused on making our client relationships stronger. We talk a lot about our 'client first' mission here, so it's great to have the chance to contribute to that directly.
What are you goals within this role over the coming 12 months?
The long-term goal for Vanguard's distribution team is to improve our client's interactions with Vanguard, and the first step on that journey will be listening to our clients. In the case of my team, that will cover retail, intermediary and institutional clients. We will take feedback and look at how we can improve our processes and systems in Australia, particularly where we can combine the power of our global expertise and our dedicated Australian crew.
After eight years in the US and almost four years in Australia with Vanguard, what's the greatest lesson that you've taken away so far?
Listening is powerful. Vanguard is an organisation built upon our clients' trust. If we listen to our clients and listen to our crew then we will be successful.
What's the best piece of advice that you have received?
Ask for help. Many people over my life have reminded me of the power of asking for help. They are so right. No one person has all the answers, and diversity of experience is one of the best tools at our disposal for solving problems and getting the job done.
Who has had the biggest influence on your life/career so far?
My family. I had great parents who valued education and understood the power of mentors. They made sure I had strong relationships with aunts and cousins who had careers and that I appreciated the value of education. Now my husband and my children are my trusted advisors. Without their support, I would not be in Australia and have this amazing opportunity at Vanguard.
Where did you grow up and what was it like?
I grew up in Cleveland, Ohio, in a working class neighbourhood. It felt pretty normal as I was growing up; my mum stayed at home and my dad worked, and my siblings and I went to public schools. Now that I am older and reflect upon it, I feel very fortunate to have parents who took pride in raising me and my siblings to be responsible with the expectation that we do our best every day to make the world a better place.
What's something that most people wouldn't know about you?
On the day of the equinox, each member of my family takes time to balance an egg (which is a popular tradition in the US). Since we are on different continents now, we do it and then share the pictures from across the world. It's become something of a family tradition!
Is there a particular charity or cause that you support?
I believe that with an education, you can do anything, and I think that literacy for young children is a big part of having a well-rounded education. I support the Smith Family, along with many colleagues through Vanguard's community giving and volunteering program. Smith Family run important Let's Read and Let's Count programs, which I think are fantastic initiatives in helping parents and teachers set children up for success at school.
