Manager, Workplace Solutions, Global Operations

Lead day-to-day execution of global operations across onshore and offshore teams
Ensure consistent, high-quality service delivery and adherence to SLAs, quality standards, and regulatory/control requirements
Provide direction, coaching, and support to team members
Oversee team performance and delivery against departmental goals and KPIs
Foster collaboration between onshore and offshore partners
Evaluate operational processes using data and performance metrics to identify gaps and inefficiencies
Support AI adoption, process optimization, automation, and standardization initiatives
Implement best practices and scalable solutions to improve efficiency, accuracy, and turnaround times
Drive root cause analysis and corrective actions
Leverage data analytics to monitor performance, identify trends, and generate actionable insights
Champion client-centric operations aligned with plan sponsor and participant expectations
Incorporate client feedback into process improvements and service enhancements
Partner with product, risk, audit, and other internal stakeholders
Address escalations and resolve client-impacting issues
Maintain a strong control environment and compliance with internal policies and regulatory requirements
Monitor and proactively mitigate operational risks

• 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
• Must be able to work without visa sponsorship;
  Vanguard is not offering visa sponsorship for this position

Demonstrates expertise in leading global operations, optimizing processes, and driving operational excellence through data analytics and performance metrics. Capable of fostering collaboration across teams while ensuring compliance with regulatory requirements and delivering high-quality service.

• Global Operations Management
• Data Analytics for Performance Improvement
• Operational Excellence
• Team Leadership and Coaching
• Process Optimization and Automation

• Operations Management
• Performance Metrics Analysis
• Root Cause Analysis
• Service Level Agreement (SLA) Adherence
• Data-Driven Decision Making

• Collaboration
• Coaching
• Client-Centric Approach
• Problem Solving
• Escalation Management

• Regulatory Compliance
• Operational Risk Management
• Quality Standards
• KPI Monitoring
• AI Adoption