High Net Worth Investor Resolution Services Line Manager
To bring leadership, oversight and accountability to the Service Recovery department in the Retail Investor Group (RIG) and to ensure UHNW and Flagship client issues are accurately and efficiently resolved while protecting the firm from financial loss and liability.
Duties & Responsibilities
Manages supervisory and/or other exempt-level staff. Provides guidance, training and motivation as necessary to develop staff. Hires, evaluates and counsels crew. Follows corporate disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures.
Owns operations strategy and execution. Ensures customers receive outstanding and timely service. Partners closely with client facing segments, other operations groups, Corporate Financial Services and RIG Shared Services on resourcing strategy. Creates and executes strategy to handle variability in work demand. Owns and implements hiring strategy and onboarding plan, in partnership with Corporate Financial Services and Retail Investor Group Shared Services.
Analyzes and resolves the most complex Service Recovery issues (working with the appropriate internal partners) including those involving Flagship and UHNW relationships, implements systematic solutions and proper controls, and reviews internal partner and client feedback. Influences the client experience by analyzing trends, implementing Lean management principles to drive efficiencies, identifying service recovery alternatives, providing book of business oversight to a multi-level organization, and directly interacting with external clients as necessary.
Leads the development of risk mitigation strategy and process improvement for business functions. Identifies, evaluates and mitigates risk to business objectives, process workflows and service initiatives. Identifies risk mitigation techniques and assesses the adequacy of those techniques. Leads the partnership with Compliance, Internal Audit and Legal to ensure risk mitigation efforts, both tactically and strategically, are agreed upon and aligned with overall corporate direction.
Ensures that all processes are done in compliance with SEC and FINRA rules and regulations. Provides second-level interpretation of SEC and FINRA rules and regulations and develops the ability to communicate with Regulators as needed. Performs supervisory duties as it relates to Written Supervisory Procedures (WSPs) Priority Resolution Services oversight.
Adheres to corporate and departmental business risk management policies and procedures. Maintains client confidentiality.
Participates in development of periodic business plans, budgets and priority setting. Analyses departmental statistics and prepares management reports. Uses available data to monitor problems and measure success.
Establishes and maintains effective working relationships with department, division and executive management. Assists in the identification, assessment, mitigation and monitoring of risks, provides education, and reports risk management results. Prepares plans and works to correct internal control weaknesses or regulatory gaps with the management team, Internal Audit, Shareholder Compliance, Legal, Risk and Control, and other appropriate parties.
Leads meetings with senior management, both RIG and across Vanguard (e.g. Compliance, Legal, Internal Audit, Flagship, Business Development Group) providing updates on business functions, status, issues and risks including plans to address on a regular basis.
Uses Six Sigma and Lean methodologies to analyze work processes and quality issues. Designs and develops the most efficient, cost-effective and flexible methods to improve the client experience and processes without impacting Vanguard quality and services. Focuses on continuous process improvement by reviewing items such as departmental activities and technological innovations.
Manages the efficiency and effectiveness within the department. Sets measureable goals and examines ways to raise standards, improve quality, and improve overall performance of the department. Monitors department progress and measures departmental success consistent with Lean Management and Operational Management methodologies.
Participates in special projects and performs other duties as assigned.
- Undergraduate degree or equivalent experience required. Graduate degree preferred.
- Minimum five years general experience and five years industry experience.
- FINRA Series 7, 24 and 63 required or the ability to obtain within 90 days.
- Exceptional client relationship, leadership, organizational and interpersonal skills.
- Excellent verbal and written communication skills.
- Excellent analytical and problem solving skills; Working knowledge of LEAN methodologies
- Strong knowledge of Vanguard funds and broker/dealer operations preferred, including understanding of SEC/FINRA rules and regulations
- Ability to work quickly and independently with attention to detail and sensitivity to deadlines.
- Demonstrated proficiency related to understanding control functions and reconciliation preferred.
- Strong PC skills (Microsoft Office).
- Strong flexibility and judgment to evaluate issues/problems of high complexity and make sound decisions.
Vanguard is not offering visa sponsorship for this position.
If you are offered and accept this position, and you do not have the necessary FINRA licenses for the role, then you must obtain the required licenses within the specified period of time. Additionally, if you are not
registered with FINRA in any capacity, prior to moving into this licensed role, you will be asked to provide authorization for Vanguard to conduct a credit and criminal check in accordance with the FINRA regulations. Please note, the credit and criminal check requirement does not apply to crew who are currently registered with FINRA. Please reference the following article with regard to the licensing requirements of this position.
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