Position Summary:
The Supervisor, Operations Processing and Transactions leads a high-volume team responsible for onboarding conversion events and establishing new accounts for primarily investment-only clients. This role oversees day-to-day operational processing, work allocation, quality control, and team performance while ensuring adherence to regulatory and SOX-related documentation requirements. The supervisor partners with stakeholders to drive operational excellence, support business growth initiatives, and create a culture focused on accountability, continuous improvement, and exceptional service. The role also plays a key part in developing crew, managing workflow priorities, and ensuring accurate and timely completion of onboarding activities.
Responsibilities:
Lead, coach, and develop a team responsible for onboarding conversion events and new account establishment for investment-only clients.
Manage daily workflow distribution and capacity planning to ensure timely and accurate processing of onboarding activities.
Monitor operational metrics, productivity, quality, and service levels to identify trends and drive performance improvements.
Ensure adherence to SOX controls, regulatory requirements, and internal policies governing account setup and documentation.
Establish clear performance expectations, provide ongoing feedback, and conduct performance evaluations in accordance with Human Resources policies and procedures.
Identify and implement process improvements that enhance operational efficiency, reduce risk, and improve the client onboarding experience.
Partner with internal stakeholders across Operations, Workplace Solutions, Compliance, and other business areas to support increasing onboarding volumes and business initiatives.
Foster a collaborative and inclusive team environment characterized by open communication, accountability, and continuous learning.
Resolve escalated operational issues and support risk mitigation efforts through effective oversight and decision-making.
Participate in departmental initiatives, projects, and change management efforts that improve team effectiveness and operational outcomes.
Qualifications:
Bachelor's degree or equivalent combination of training and experience required.
Minimum of three years of related operations, financial services, or transaction processing experience required.
Previous experience leading people, coaching employees, or serving in a team lead capacity preferred.
Experience managing high-volume operational workflows and meeting performance and quality objectives preferred.
Knowledge of account onboarding, conversion processing, operational controls, and regulatory requirements preferred.
Demonstrated ability to analyze operational data, prioritize workload, and make informed business decisions.
Strong leadership, communication, relationship management, and problem-solving skills.
Proven ability to drive process improvements and support organizational change in a fast-paced environment.
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.