Senior Manager Contact Center and Supplier Oversight

The Vanguard Group • Scottsdale, PA

12d • Hybrid

About The Position

The Senior Manager leads a high-impact contact center function within Vanguard’s Participant Services, overseeing both onshore teams and offshore partner (Infosys) performance. This role blends hands-on leadership of managers with strategic oversight of vendor performance, client experience, and service model evolution. This is a fast-paced, high-volume environment driving results, elevating service delivery, and shaping the future of participant operations.

Requirements

• Minimum of eight years related work experience in the Financial Services industry.
• This job requires a regulatory licenses 6 & 63.

Nice To Haves

• Three years experience in client services preferred.
• Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience.
• Graduate degree preferred.

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.
• Participates in the development, implementation, and augmentation of Vanguard's service model to enhance the client experience and address client needs. Identifies trends and opportunities for improvement.
• Oversees changes to departmental policies and procedures. Leads the implementation of workflow changes to meet evolving business needs.
• Develops working relationships with internal partners to ensure a successful strategic approach to meet client and business needs.
• Develops and maintains expert knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client service operations.
• Participates in special projects and performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree