Key Responsibilities

Global Operations Leadership & Delivery

• Lead day-to-day execution of global operations, ensuring consistent, high-quality service delivery across onshore and offshore teams
• Support adherence to SLAs, quality standards, and regulatory/control requirements
• Provide direction, coaching, and support to team members

Team Oversight (Onshore & Offshore)

• Oversee performance and delivery to achieve departmental goals and KPIs
• Foster strong collaboration between onshore and offshore partners to ensure seamless delivery
• Inspire a high-performance culture focused on accountability, engagement, and continuous development
• Partner with offshore colleagues to support delivery of priorities, standards, and outcomes

Process Excellence & Continuous Improvement

• Evaluate operational processes using data and performance metrics to identify gaps and inefficiencies
• Support continuous improvement initiatives (e.g., AI adoption, process optimization, automation, standardization)
• Implement best practices and scalable solutions to improve efficiency, accuracy, and turnaround times
• Drive root cause analysis and corrective actions for operational issues
• Leverage data analytics to monitor performance, identify trends, and generate actionable insights

Client Experience & Stakeholder Management

• Champion a client-centric approach to operations, ensuring delivery aligns with plan sponsor and participant expectations and needs
• Incorporate client feedback into process improvements and service enhancements
• Partner with internal stakeholders (product teams, risk, etc.) to drive alignment and improvements
• Address escalations and ensure timely resolution of client-impacting issues

Risk, Controls & Governance

• Ensure strong control environment and compliance with internal policies and regulatory requirements
• Partner with risk and audit teams to maintain operational integrity and address findings
• Monitor and mitigate operational risks proactively

Qualifications

• 5+ years of experience in operations, with a portion in leadership roles
• Proven experience managing global teams, including offshore delivery models
• Strong track record of driving operational excellence
• Demonstrated ability to use data and analytics to inform decisions and improve performance

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

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.