Hybrid Transfers Operations Analyst - Elevate Client Experience

Vanguard; Manchester; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Vanguard is seeking a Transfers Operations professional to drive client-centric transfer activity and resolve complex cases. You will collaborate with internal teams and external partners to enhance processes, reduce delays, and improve outcomes for clients.

The role emphasizes ownership, problem-solving, and proactive case management within a fast-paced environment. A hybrid work model requires in-office presence three days per week, with a focus on continuous service quality improvements.

Qualifications

• Proven experience within Transfers Operations or a similar operational environment.
• Strong communication, collaboration, analytical, and problem-solving skills.
• Ability to manage competing priorities, build effective stakeholder relationships, and deliver positive client outcomes in a fast-paced environment.
• Knowledge of financial services products and transfer processes (ISAs, SIPP, Investments and Platforms).
• Understanding of end-to-end transfer processes, counterparties, and electronic transfer systems.
• Knowledge of operational risk, controls, governance, and continuous improvement principles.

Responsibilities

• Take ownership of transfer cases, including high-value, aged, and complex transfers, ensuring timely progression, resolution, and positive client outcomes.
• Investigate and resolve transfer-related issues by working closely with internal teams, counterparties, service providers, and other key stakeholders.
• Build and maintain effective relationships across the business and with external partners, acting as a key point of coordination to support the successful completion of transfer activity.
• Identify themes, trends, and recurring issues through case reviews and operational analysis, supporting initiatives that improve efficiency, reduce risk, and enhance the client experience.
• Support the team's objective of reducing transfer times and improving service quality by proactively removing barriers, escalating issues where appropriate, and driving cases to resolution.
• Participate in business improvement initiatives, project activity, and change implementation designed to strengthen operational performance and client outcomes.
• Manage team workflows, providing responses, updates, and escalations where appropriate.
• Assist in the creation, review, and maintenance of procedures and process documentation.
• Support the production and review of operational data, management information, and reporting.
• Represent the team at scheduled and ad-hoc meetings with internal and external stakeholders.

Skills

Communication

Collaboration

Analytical

Problem-solving

Job description

Vanguard is seeking a Transfers Operations professional to drive client-centric transfer activity and resolve complex cases. You will collaborate with internal teams and external partners to enhance processes, reduce delays, and improve outcomes for clients.

The role emphasizes ownership, problem-solving, and proactive case management within a fast-paced environment. A hybrid work model requires in-office presence three days per week, with a focus on continuous service quality improvements.