Supervisor, Operations Processing & Transactions

Vanguard•Malvern, PA

2d•Hybrid

About The Position

Transfer Agent (TA) Operations serves as the transfer agent for Vanguard’s U.S. mutual funds and collective investment trusts, enabling investors and intermediaries to buy, sell, and hold Vanguard funds with confidence. The department is responsible for shareholder recordkeeping, transaction processing, money movement, dividend distribution, and regulatory compliance—facilitating the majority of cash flows into and out of Vanguard’s U.S. funds. Operating at massive scale, TA Operations is a critical component of Vanguard’s Fund Ecosystem. The team partners closely across investment management, technology, and client groups to ensure liquidity, operational resilience, and a seamless investor experience. TA Modernization: TA Operations is in the midst of a multi-year modernization effort to build a next-generation transfer agent recordkeeping platform and centralize TA capabilities to support Vanguard’s future scale, risk profile, and evolving client expectations. The new platform is targeted to be live in Q1 2027 and will fundamentally reshape how shareholder records are maintained, how transactions move through the fund ecosystem, and how operational risk is managed. TA Modernization is critical to improving scalability, strengthening controls, enabling faster product and client growth, and ensuring Vanguard can continue to operate one of the largest U.S. transfer agent platforms with resilience and confidence. The Role: The Operations Team Leader (M1) is responsible for the day-to-day oversight and execution of Transfer Agent Operations performed by a contractor workforce. Reporting to an Operations Manager (M3), this role ensures contractor resources are effectively deployed, productive, and operating in accordance with established procedures, quality standards, and control requirements. This role focuses on real-time execution, performance monitoring, issue resolution, and adherence to contractual and operational expectations. The Team Leader plays a critical role during periods of elevated change, including Extended Production Parallel (EPP) testing and transition activities, by reinforcing expectations, resolving issues in the moment, and escalating risks as needed to maintain operational stability. There will be one role open in PA and one in AZ.

Requirements

Minimum three years of related experience required.
Two years' experience in operations processing preferred.
Undergraduate degree or equivalent combination of training and experience required.

Responsibilities

Oversees the daily execution of processing activities performed by contractors, ensuring work is completed accurately, on time, and in alignment with defined service level expectations.
Monitors volumes, turnaround times, queues, and productivity throughout the day; adjusts work assignments and priorities as needed to meet operational demand.
Provides guidance on handling complex requests.
May handle escalated issues.
Generates reports on business and operational metrics.
May prepare and deliver presentations to management.
Oversees the development of relationships with internal partners that facilitate the resolution of client issues.
Ensures team members collaborate according to Vanguard policies and regulatory requirements.
Responsible for workflow changes to ensure the highest level of service.
Ensures team members meet Vanguard service level commitments by providing timely, specific, and actionable feedback.
Develops and maintains proficient 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.