SMA Client Operations Lead - Service Excellence

Vanguard; Malvern (Chester County); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Vanguard is seeking a Client Operations Supervisor for Separately Managed Accounts (SMA) in a hybrid model. You will lead a client-dedicated team responsible for end-to-end SMA lifecycle management, from onboarding through servicing and eventual termination, ensuring a high-quality client experience across advisory relationships.

Ideal candidates bring 5+ years in SMA operations or direct indexing, with prior supervisory experience, and a strong ability to optimize processes through

Qualifications

• Bachelor’s degree is required.
• 5+ years of experience in SMA operations or direct indexing.
• Prior supervisory or team leadership experience.
• Strong understanding of account lifecycle processing, controls, and exception management.
• Excellent analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a high-volume environment.
• Strong communication and stakeholder management.

Responsibilities

• Lead a client-dedicated team delivering end-to-end SMA lifecycle support.
• Ensure requests are completed accurately, efficiently, and within SLAs.
• Serve as primary escalation point for complex account issues.
• Monitor volumes, service levels, capacity, and staffing needs.
• Partner with Portfolio Management, Technology, Risk, and stakeholders to improve processes.
• Establish controls and procedures to support compliance and excellence.

Skills

Analytical skills

Organizational skills

Problem-solving

Communication

Stakeholder management

Education

Bachelor's degree

Job description

Vanguard is seeking a Client Operations Supervisor for Separately Managed Accounts (SMA) in a hybrid model. You will lead a client-dedicated team responsible for end-to-end SMA lifecycle management, from onboarding through servicing and eventual termination, ensuring a high-quality client experience across advisory relationships.

Ideal candidates bring 5+ years in SMA operations or direct indexing, with prior supervisory experience, and a strong ability to optimize processes through