Job Summary

Client Operations Supervisor, Separately Managed Accounts (SMA) leads a Retail-focused, client-dedicated team responsible for the end-to-end management of the SMA account lifecycle. Accountable for service delivery, operational performance, and continuous improvement, this role ensures advisors and clients receive a seamless experience from onboarding through ongoing servicing and account closure. Through strong leadership, effective workflow management, and cross-functional partnership, the manager drives operational excellence while supporting the growth and scalability of the business.

Key Responsibilities

• Account Lifecycle Leadership
  • Lead a Retail-focused, client-dedicated team responsible for delivering end-to-end operational support and account lifecycle management - including onboarding, implementation, account maintenance, servicing, and termination activities - for a strategic Direct Indexing, Separately Manager Accounts (SMA) relationship
  • Ensure client and operational requests are completed accurately, efficiently, and within established service level commitments while delivering a high-quality client experience.
  • Serve as the primary escalation point for complex account and operational issues, providing guidance and driving timely resolution.
  • Monitor volumes, service levels, capacity, and staffing needs to ensure operational demands and client expectations are met.
  • Build strong partnerships with Portfolio Management, Technology, Risk, and other stakeholders to resolve issues, improve processes, and enhance client outcomes.
  • Oversee operational exceptions, service issues, and account inquiries while ensuring proactive communication and effective resolution.
  • Establish and maintain controls, procedures, and service practices that support quality, risk management, regulatory compliance, and operational excellence.
  • Leverage operational and service metrics to identify trends, improve performance, support resource planning, and drive continuous improvement.
• Strategic Growth & Operational Excellence
  • Partner with business and technology leaders to implement scalable operating model improvements and support new products, platform enhancements, and strategic initiatives.
  • Identify and implement process simplification, standardization, automation, and service enhancements that improve efficiency, scalability, and the advisor experience.
  • Develop and maintain operating procedures, training materials, and knowledge resources to promote consistency, effectiveness, and sustainable growth.
• People Leadership & Team Development
  • Hire, coach, develop, and lead a team of operational professionals supporting the SMA account lifecycle.
  • Establish performance expectations, provide ongoing feedback, conduct performance reviews, and support career development.
  • Foster a culture of accountability, client focus, collaboration, continuous improvement, and risk awareness.
  • Manage team capacity, workload allocation

Qualifications

• Required
  • Bachelor's degree
  • 5+ years of experience in Retail SMA operations, or direct indexing.
  • Prior supervisory, team lead, or people management experience.
  • Strong understanding of account lifecycle processing, operational controls, and exception management.
  • Excellent analytical, organizational, and problem-solving skills.
  • Ability to manage multiple priorities within a high-volume operational environment.
  • Strong communication and stakeholder management capabilities.
• Preferred
  • Knowledge of custodial systems and managed account operating models.
  • Experience leading process improvement or automation initiatives.
  • Familiarity with operational risk and control frameworks.

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.