Manager, Workplace Solutions Global Operations

The Vanguard Group; Malvern (Chester County); Hybrid; USD 140,000 - 190,000; Full time

Job summary

The Vanguard Group in Malvern, PA is seeking an experienced operations leader to drive global delivery across onshore and offshore teams. You will ensure high-quality service, strict SLA adherence, and robust governance while coaching teams and aligning with stakeholders.

Demonstrated ability to use data analytics to optimize processes, reduce risk, and deliver measurable improvements is required. This role emphasizes collaboration, accountability, and continuous development in a hybrid work

Qualifications

• 5+ years in operations with leadership responsibilities.
• Experience managing global teams, including offshore delivery.
• Proven track record in operational excellence and data-driven decisions.
• Ability to translate client needs into process improvements.

Responsibilities

• Global Operations Leadership & Delivery: oversee day-to-day execution across onshore and offshore teams.
• Ensure SLA adherence, quality standards, and regulatory requirements.
• Provide direction, coaching, and support to team members.
• Team Oversight (Onshore & Offshore): monitor performance to meet KPIs.
• Foster collaboration between onshore and offshore partners.
• Drive continuous improvement through data analytics and automation initiatives.
• Manage Client Experience & Stakeholder expectations and escalations.
• Maintain a strong risk, controls & governance environment.

Skills

Global Operations Leadership

Team Leadership

Data Analytics

SLA & Quality Management

Cross-functional Collaboration

Job description

Key Responsibilities

• Global Operations Leadership & Delivery


• day-to-day execution of global operations, ensuring consistent, high-quality service delivery across onshore and offshore teams


• Support adherence to SLAs, quality standards, and regulatory/control requirements


• Provide direction, coaching, and support to team members


• Team Oversight (Onshore & Offshore)


• Oversee performance and delivery to achieve departmental goals and KPIs


• Foster strong collaboration between onshore and offshore partners to ensure seamless delivery


• Inspire a high-performance culture focused on accountability, engagement, and continuous development


• Partner with offshore colleagues to support delivery of priorities, standards, and outcomes


• Process Excellence & Continuous Improvement


• Evaluate operational processes using data and performance metrics to identify gaps and inefficiencies


• Support continuous improvement initiatives (e.g., AI adoption, process optimization, automation, standardization)


• Implement best practices and scalable solutions to improve efficiency, accuracy, and turnaround times


• Drive root cause analysis and corrective actions for operational issues


• Leverage data analytics to monitor performance, identify trends, and generate actionable insights


• Client Experience & Stakeholder Management


• Champion a client-centric approach to operations, ensuring delivery aligns with plan sponsor and participant expectations and needs


• Incorporate client feedback into process improvements and service enhancements


• Partner with internal stakeholders (product teams, risk, etc.) to drive alignment and improvements


• Address escalations and ensure timely resolution of client-impacting issues


• Risk, Controls & Governance


• Ensure strong control environment and compliance with internal policies and regulatory requirements


• Partner with risk and audit teams to maintain operational integrity and address findings


• Monitor and mitigate operational risks proactively

Qualifications

• 5+ years of experience in operations, with a portion in leadership roles


• Proven experience managing global teams, including offshore delivery models


• Strong track record of driving operational excellence


• Demonstrated ability to use data and analytics to inform decisions and improve performance

Special Factors

Sponsorship Vanguard is not offering visa sponsorship for this position.

About Vanguard

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.

How We Work

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 leading 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.