Senior Manager Contact Center and Supplier Oversight

For information about this role, please reach out to Jeff Fortmann.

The Senior Manager leads a high-impact contact center function within Vanguard’s Participant Services, overseeing both onshore teams and offshore partner (Infosys) performance. This role blends hands-on leadership of managers with strategic oversight of vendor performance, client experience, and service model evolution. This is a fast-paced, high-volume environment driving results, elevating service delivery, and shaping the future of participant operations.

Core Responsibilities

1. 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.

2. Participates in the development, implementation, and augmentation of Vanguard's service model to enhance the client experience and address client needs. Identifies trends and opportunities for improvement.

3. Oversees changes to departmental policies and procedures. Leads the implementation of workflow changes to meet evolving business needs.

4. Develops working relationships with internal partners to ensure a successful strategic approach to meet client and business needs.

5. Develops and maintains expert knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client service operations.

6. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of eight years related work experience in the Financial Services industry. Three years experience in client services preferred. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• This job requires a regulatory licenses 6 & 63.

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.