**RESTRICTED to Client Operations Contractors** Process Support Senior Associate

*RESTRICTED JOB POSTING*

This job opportunity is restricted to current contractors in Client Operations.

The Process Oversight and Support Team (POST) in Client Operations is hiring! Since its inception, POST has introduced a structure that supports career paths within Client Operations,  leverages valuable institutional knowledge of our core processes, and sets us up for success in accomplishing our vision to make it easy for our clients to invest with Vanguard by advocating for better digital experiences, championing process improvements, and efficiently serving their needs.
 
This position is within the Redemptions & Exchanges Process Oversight and Support Team (POST). POST is seeking a highly motivated, entrepreneurial crewmember with a client ownership mindset. The Redemptions & Exchanges Process Support Senior Associate is responsible for answering associate or business partner questions via intake, training support, resource updates, processing of accommodations or high-risk transactions, and continuous improvement of the Redemptions and Exchanges processes. The Process Support Senior Associate is highly collaborative with their peers, and a skilled communicator. As a master of their own schedule, the Process Support Senior Associate sets goals and prioritizes effectively to meet the needs of our clients.

Duties and Responsibilities

1. Owns more complex client requests on our mutual fund and brokerage platforms. Consistently follows policies and procedures for completing work while independently utilizing systems and resources effectively. Exhibits a sense of urgency and accountability for the client experience. Attend trainings and proactively seek opportunities to develop (Vanguard Management System knowledge).

2. Owns and resolves client or stakeholder inquiries while demonstrating logical, systematic approach to problem solving. Collaborates with peers and business partners to continually enhance the client experience. Leverages online resources and past experience to independently meet challenges and provide viable alternative solutions as needed. Identifies trends and escalates critical issues for timely communication and improved self-provisioning of business partners. Leverages appropriate delegates, crew resources to seek accommodations.  

3. Demonstrates full proficiency in all brokerage and mutual fund functions designated under respective training path. Maintains balance between quality and productivity to meet department standards. Serves as a Subject Matter Expert to the business and assists with coaching and supporting peers in completing client requests. Adheres to standard work/workflows, vocalizes opportunities to improve upon it. Actively suggests enhancements to processes.

4. Actively participates in Vanguard Management System culture (i.e. huddles, problem solving, staff meeting, and trainings). Adheres to standard work/workflows, vocalizes opportunities to improve upon it.

5. Prioritizes work and provides flexibility to support business needs. General awareness of the current business environment.  Demonstrates an interest in the financial markets and brokerage environment. Understands Vanguard products including, but not limited to, fund minimums, additional purchase limits, and closed funds. 

6. Reviews procedures, recommends enhancements, and executes upon them. Participates in conversations around individual and team targets during huddle board conversations, and consistently updates goals in a timely fashion. 

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

Qualifications

• Undergraduate degree or equivalent combination of training and experience.

• Minimum of two years general experience and one year industry/technology.

• Strong problem resolution and time management skills.

• Outstanding positive attitude with ability and willingness to effectively work within a team environment.

• Excellent communication skills both with peers and business partners.

• Demonstrated ability to work in a high volume situation with time constraints and to adapt within a fluid work environment.

• Ability to prioritize and handle multiple tasks in a rapidly changing brokerage environment.

• Ability to navigate ambiguity to set their own goals and align them with strategic focus areas of the business.

• Working knowledge of Microsoft Office and PCs.

• Embraces a culture of recognition.

Preferred qualifications: Proficiency in Microsoft Excel, including ability to use data to identify trends, insights, and opportunities for action.

Questions? Please reach out to Jalaya Wilson, Linda Wilson or Alexis Forsberg for an overview session!

Special Factors

Sponsorship

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.