Responsibilities:

• Client & Internal Request Resolution - Address and resolve inquiries from clients or internal Vanguard departments regarding cost basis information displayed on Vanguard’s website, statements, or internal systems. Ensure updates and corrections are made accurately and promptly.

• Efficiency & Quality Standards - Meet department benchmarks for efficiency, quality, and shift adherence. Performance is assessed periodically for each employee.

• System Reconciliation - Complete system-generated reconciliation reports to identify and correct discrepancies in cost basis data across Vanguard systems.

• Processor Support & Coaching - Act as a subject matter expert for processors in the Cost Basis Department. Assist with issue resolution and provide coaching to help processors become more self-sufficient.

• Senior Administrator Support - Serve as the primary support for Cost Basis Senior Administrators. Answer crew questions, identify quality trends, develop action plans, and lead training sessions to optimize departmental services.

• Training Leadership - Lead training for assigned Cost Basis work types. Collaborate with Senior Administrators to create training plans and schedules. Manage logistics such as meeting invites and conduct sessions as the lead instructor.

• Client-Facing Support - Deliver best-in-class support to client-facing teams. Ensure a positive client experience, especially in high-impact situations where satisfaction is critical.

• Continuous Improvement - Apply Lean management principles to improve processes and enhance employee satisfaction within the department.

• Leadership Team Support - Take ownership of high-priority client or business requests. Collaborate with stakeholders and provide thorough updates until resolution is achieved.

Qualifications:

• Undergraduate degree or equivalent combination of training and experience.
• Minimum of two years of business experience, preferably within a business operations team.
• General experience in the investments industry; brokerage industry experience preferred.
• Strong problem-solving skills with the ability to independently resolve business issues using available resources.
• Experience in training and coaching employees is preferred.
• Excellent interpersonal skills with the ability to collaborate effectively across teams.
• Exceptional time management, research, communication, and problem resolution skills.
• Proficient in computer applications with the ability to learn and navigate multiple systems to perform daily tasks and identify opportunities for process improvement.
• Positive attitude and a strong team-oriented mindset, with the ability to give and receive constructive feedback.
• Flexibility to work overtime during peak seasonal volumes or as business needs require.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

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.