Global Operations Lead — Client Experience & Process

The Vanguard Group; Scottsdale (AZ); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Vanguard seeks a Global Operations Leadership & Delivery Lead to drive day-to-day execution across onshore and offshore teams, ensuring consistent, high-quality service and strong SLA adherence.

You will coach client-facing teams, oversee performance against KPIs, and foster collaboration between locations. The role emphasizes process excellence, data-driven improvements, risk controls, and a client-centric operations mindset.

Qualifications

• 5+ years of experience in operations leadership.
• Proven experience managing global teams, including offshore delivery models.
• Strong track record of driving operational excellence and efficiency.
• Demonstrated ability to use data analytics to inform decisions and improve performance.

Responsibilities

• Global Operations Leadership & Delivery Lead day-to-day execution of global operations across onshore and offshore teams.
• Support adherence to SLAs, quality standards, and regulatory requirements.
• Provide direction, coaching, and support to team members.
• Oversee performance to achieve departmental goals and KPIs across onshore/offshore partners.
• Drive process excellence, continuous improvement, and data-driven insights to improve efficiency and turnaround times.
• Champion a client-centric approach and manage stakeholder expectations.
• Maintain strong control environment and regulatory compliance.

Skills

Operations leadership

Global team management

Data analytics

Process improvement

Regulatory/compliance awareness

Job description

Vanguard seeks a Global Operations Leadership & Delivery Lead to drive day-to-day execution across onshore and offshore teams, ensuring consistent, high-quality service and strong SLA adherence.

You will coach client-facing teams, oversee performance against KPIs, and foster collaboration between locations. The role emphasizes process excellence, data-driven improvements, risk controls, and a client-centric operations mindset.