Transfer Agency (TA) Operations exists to serve institutional and intermediated investors in Vanguard’s US mutual funds and collective investment trusts (CITs). This leadership role enables 150 crew in AZ and PA supporting 13 functions including processing, money movement, contact center, client events, and controls. This leader must be able to partner closely with technology colleagues as a majority of our client transactions are automated through channels such as the NSCC.

This leader will partner closely with peers across several divisions at Vanguard to deliver strong client results while protecting Vanguard and the funds.

In this role you will ...

• Lead and develop a team of strong operational leaders responsible for delivering outcomes for clients and internal partners centered on quality, risk, value, and productivity.
• Serve as an outstanding operational leader, bringing Lean best practices to life.
• Work collaboratively with leaders across divisions to deliver outcomes, contributing to Vanguard’s long-term goals.

Core Responsibilities:

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Supports strategic direction, vision, and coaching to senior leaders and department heads in all areas of operational processes as it relates to client services.
• Reviews reports on departmental statistics and trends and provides recommendations that align with long-term strategic goals of the department.
• Leads interdepartmental conversations to manage client processing issues, avoiding critical barriers to operational efficiencies and enhancing the long-term effectiveness of the team's day-to-day activities.
• Oversees controls, quality assurance, and auditing for department. Leverages and enforces expert knowledge of operational rules and regulations as it relates to client services. Drives strong risk management and regulatory oversight.
• Participates in special projects and performs other duties as assigned.

Qualifications:

• Minimum ten years of related experience required. Five years' experience in operations processing preferred.
• Undergraduate degree or equivalent combination of training and experience required. Graduate degree preferred

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.