Senior Financial Services Operations Manager Senior Financial Services Operations Manager …

The Vanguard Group, Inc
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
The Vanguard Group, Inc
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Senior Financial Services Operations Manager
Financial Services Operations/Workforce Senior Manager Charlotte, NC/en-US/vanguard_external/job/Charlotte-NC/Retail-Investor-Group-Command-Center-Senior-Manager_132716/apply

Financial Integrity from the inside out

Looking after the best interests of Vanguard investors starts with having a clear picture of our own business and financial situation. As a steward of Vanguards success and operations, youll make your contribution count. Are you ready to make a difference?

We are seeking a Senior Manager to lead our Retail divisions Workforce Management, and Divisional Communication functions. This role sits at the center of our daily operations supporting Vanguards 10M+ annual calls, 2M+ emails, 3M+ processing items, and 200K+ leads. In this role, you will: set the strategic direction for advancing and refining our operational and communications capabilities; serve as a trusted voice to senior leaders across the Retail division on the health of our operations; facilitate our annual tax season operational planning and execution; and coach and develop your team of leaders and technical experts. You will identify and sponsor opportunities to advance our capabilities through process improvement, development of workforce management strategies and introduction of technology solutions. You will have a purview across our Retail business, allowing you to identify opportunities and partner with senior business leaders to recommend and implement solutions to improve operational outcomes.

In this role you will:

  • Manage cross functional and cross-site leadership team. Hire, evaluate, and supervise crew. Provide guidance and training as necessary to develop crew. Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
  • Responsible for the near-term operational business readiness and execution for the division. This includes the workforce management of inbound phones, email, appointments, and processing. Ensure business lines are adequately staffed and skilled to achieve operational success. Ensure the accuracy of daily forecasts, through best in class statistical measurement and forecasting methodologies. Support divisional contingency efforts to ensure operational impacts are assess and mitigated.
  • Identify and champion improvement opportunities (process, technology, other) derived from operational analytics and insights, industry best practices, and technical acumen. Monitor the environment across multiple channels (e.g. marketing, external news, web traffic, speech analytics), uncovering leading signals and recommending deviations for the business plan. Leverage analytical techniques to decipher signals within large sets of data. Use judgement to elevate concerns and bring in appropriate parties to take action
  • Work with internal business leaders across four distinct business units and other business partners (e.g. Finance) to understand organization objectives and operational initiatives. Demonstrate exceptional relationship building and consultative skills in identify opportunities, proposing solutions and influencing outcomes. Own the execution of the outcomes.
  • Create and deliver timely and compelling communications surrounding operational decisions, insights, and trends to senior leadership.
  • Own the delivery and management of internal communications across the division, including, SharePoint, daily divisional emails and strategic divisional and sub-divisional communication plans. Internal communications strategy also includes multi-media and internal social media channels.

What it takes:

  • Undergraduate degree or equivalent combination of training and experience. Advance degree preferred. Experience in workforce management, resource planning, analytics, and program management preferred.
  • 10+ years of progressive work experiences across operations, technology, analytics, and people leadership
  • Experience working with front office, back-office and web data preferred.
  • Lean Six-Sigma trained. Master Black Belt preferred.
  • Proven track record of being able to think through complex situations and arriving at sound recommendations.
  • Experience engaging and partnering with senior leadership across the organization to discuss complex decisions.
  • Strong strategic and conceptual thinking skills and proven ability to assess financial and operational environments to identify when action is needed.
  • Ability to work independently or through others on multiple assignments simultaneously to make change.

About Vanguard

We are Vanguard. Together, were changing the way the world invests.

For us, investing doesnt just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose and thats how weve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Lets make it count.

Inclusion Statement

Vanguards continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: Do the right thing.

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguards core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Posted 6 Days AgoFull time132716

Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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