Operations Line Manager

Vanguard Wayne , PA 19080

Posted 2 months ago

To bring leadership, oversight and accountability to operations in the Retail Investor Group (RIG) and to ensure that operational work is accurately and efficiently processed while servicing clients and protecting the firm from financial loss and liability.

Duties and Responsibilities

  • Manages supervisory and/or other exempt-level staff. Provides guidance, training and motivation as necessary to develop staff crew. 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.

  • Develops and implements changes to departmental policies and procedures to meet changing business needs; Works closely with Team Leaders to develop and implement staffing and operational plans. Participates in the development of short and long range goals for the department.

  • 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.

  • Uses 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.

  • Leads or participates in departmental and divisional projects with a view to leveraging technology and the development and implementation of strategic and departmental initiatives.

  • Develops close working relationships with all appropriate internal and external partner groups. Demonstrates the ability to communicate technical and non-technical information to various levels throughout the company. Interacts with external mail vendors to ensure service level agreements are achieved and any issues are addressed in a timely manner.


  • Undergraduate degree or equivalent experience required. Graduate degree preferred.

  • Minimum five years general experience and five years industry experience.

  • Exceptional client relationship, leadership, organizational and interpersonal skills. Ability to work effectively with internal and external partners.

  • Ability to work quickly and independently with attention to detail and sensitivity to deadlines.

  • Excellent verbal and written communication skills.

  • Excellent analytical and problem solving skills; Working knowledge of LEAN methodologies

  • Thorough knowledge of Vanguard's funds and broker/dealer operations preferred

  • Strong PC Skills (Microsoft Office)

Special Factors

Vanguard is not offering visa sponsorship for this position.

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Operations Line Manager