Fraud Client Services (FCS) Primary Manager

The Fraud Client Services Primary Manager (M2) leads an inbound contact center team of Fraud Client Services Specialists responsible for supporting Personal Wealth clients and preventing fraud before financial harm occurs. The team serves as the first point of contact for clients experiencing potential fraud events, suspicious activity, and other fraud-related concerns, providing guidance, verification, and intervention to protect client assets while delivering a seamless client experience. This role is responsible for leading a high-performing frontline team focused on fraud prevention, operational excellence, and client advocacy during critical moments. Success requires strong people leadership, contact center management, and collaboration across Fraud, Risk, Compliance, Technology, and business partners. The leader will drive performance through effective coaching, workforce management, process improvement, and adoption of evolving fraud prevention capabilities to strengthen Vanguard's ability to identify, prevent, and mitigate fraud risk.

This Hybrid Role (in office Tues-Wed-Thurs) is based in Malvern, PA (HQ).

Core Responsibilities

• Lead and develop a team of frontline Fraud Client Services Specialists responsible for supporting inbound fraud-related client interactions and fraud prevention activities.
• Hire, coach, develop, and support crew while fostering a culture of accountability, teamwork, and continuous improvement.
• Drive performance across quality, service levels, productivity, fraud prevention outcomes, and client experience.
• Manage day-to-day contact center operations, including queue performance, staffing, workforce management, and service delivery.
• Ensure timely and effective identification, escalation, and resolution of fraud-related concerns to minimize client impact and financial risk.
• Partner with Fraud Strategy, Fraud Recovery, Risk, Compliance, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities and improve outcomes.
• Lead the implementation and adoption of new fraud prevention tools, processes, and operating model enhancements.
• Support workforce planning, capacity management, onboarding, and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

Qualifications

• Minimum five years of related experience required
• Undergraduate degree or equivalent combination of training and experience required.
• Leadership experience with ability to coach and develop teams
• Strong analytical and decision-making skills
• Ability to balance risk mitigation with client experience
• Certified Fraud Examiner (CFE) preferred
• Effective communication and stakeholder management skills

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.