Manager, Workplace Solutions Global Operations

Vanguard; Scottsdale (AZ); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Vanguard seeks a Global Operations Leader to oversee day-to-day execution across onshore and offshore teams, ensuring high-quality service and SLA adherence. You will coach teams, drive performance against KPIs, and foster a culture of accountability in a hybrid, global setting.

Responsibilities include partnering with risk, product, and other stakeholders, applying data analytics to optimize processes, and delivering scalable, compliant operations.

Qualifications

• 5+ years of experience in operations and leadership roles.
• Experience managing global teams, including offshore delivery models.
• Proven ability to drive operational excellence using data and analytics.

Responsibilities

• 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.
• Foster collaboration between onshore and offshore partners for seamless delivery.
• Inspire a high-performance culture focused on accountability and continuous development.
• Partner with offshore colleagues to support delivery priorities and outcomes.
• Evaluate processes using data to identify gaps and drive improvements.
• Drive root cause analysis and corrective actions for operational issues.
• Leverage data analytics to monitor performance, identify trends, and generate insights.
• Champion a client-centric approach and incorporate feedback into improvements.
• Collaborate with product teams, risk, and other stakeholders to align efforts.

Skills

Leadership

Data analytics

Operational excellence

Cross-functional collaboration

Job description

Key Responsibilities

Global Operations Leadership & Delivery

• Lead 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.