Fraud Client Services Manager

The Vanguard Group•Charlotte, NC

13d•Hybrid

About The Position

Vanguard is on a mission to work for the long-term financial wellbeing of its clients, lead through product and services that transform clients' lives, and to learn and develop skills as individuals and as a team. This Fraud Client Services Manager role will lead day-to-day Fraud Client Services (FCS) operations, including real-time fraud alerts, client verification, and case decisioning. The role involves delivering against service level expectations and capacity plans, monitoring performance (quality, cycle time, fraud outcomes) and addressing gaps in real time, and driving process improvements across fraud workflows, tools, and operating models. The manager will partner with Fraud Strategy, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities. Vanguard has implemented a hybrid working model for the majority of its crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. The company believes its mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Requirements

Minimum five years of related experience required.
Two years' experience in operations processing preferred.
Leadership experience with ability to coach and develop teams.
Strong analytical and decision-making skills.
Ability to balance risk mitigation with client experience.
Effective communication and stakeholder management skills.

Nice To Haves

Undergraduate degree or equivalent combination of training and experience required.

Responsibilities

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.
Reviews team operations to ensure efficiency.
Develops team processes and procedures to improve operational effectiveness.
Fosters a team environment driven by open communication, decisiveness, clear direction, teamwork, and accountability.
Oversees operating procedures, monitors operational metrics, and ensures the team delivery of accurate and timely processing based on daily goals.
Collaborates across teams to ensure service quality, operational efficiency, and overall department performance continuously improves.
Facilitates dialogue across teams and through senior managers.
Communicates broader departmental changes across the team to ensure awareness of impacts on processes.
Applies knowledge of various policies and procedures and their implications on the team's day-to-day activities.
Participates in special projects and performs other duties as assigned.
Lead day-to-day Fraud Client Services (FCS) operations, including real-time fraud alerts, client verification, and case decisioning.
Deliver against service level expectations and capacity plans.
Monitor performance (quality, cycle time, fraud outcomes) and address gaps in real time.
Drive process improvements across fraud workflows, tools, and operating model.
Partner with Fraud Strategy, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities.