Operations Specialist

Vanguard • Malvern, PA

9d • Hybrid

About The Position

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. 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. 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.

Requirements

• Undergraduate degree or equivalent combination of training and experience.
• Minimum of two years general experience and one year industry/technology.
• Demonstrated client relationship management experience.
• Strong problem resolution and time management skills.
• Outstanding positive attitude with ability and willingness to effectively work within a team environment.
• 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.
• Working knowledge of Microsoft Office and PCs.

Nice To Haves

• Embraces a culture of recognition.

Responsibilities

• Interprets, researches and processes 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 (lean management knowledge).
• 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 (i.e. Crew Champion) to seek accommodations.
• 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.
• Communicates both verbally and in written format with clients to clarify incomplete or invalid paperwork.
• Mitigates risk by accurately capturing client instructions, conveying details and providing clarification for each event.
• Incorporates the six Client Relationship Management (CRM) skills into internal and external client interactions.
• Complies with all Financial Industry Regulatory Authority (FINRA), Securities and Exchange Commission (SEC) and Vanguard internal policies regarding client contact.
• Actively participates in lean management culture (i.e. huddles, problem solving, staff meeting, and trainings).
• 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.
• Stays current following procedural updates or technology enhancements.
• Assists with reviewing procedures and recommends revisions.
• Participates in conversations around individual and team targets during huddle board conversations, and consistently updates goals in a timely fashion.
• Participates in special projects and performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level