Fraud Client Services Advanced Manager

Job Summary

The Fraud Client Services Advanced Manager (M3) leads a client-facing team responsible for addressing fraud concerns, preventing fraud in real-time, and guiding clients and participants through complex fraud situations from the initial interaction through final resolution. The team serves Advice & Wealth Management (AWM) clients and Vanguard Workplace Solutions (VWS) participants, helping prevent fraud while delivering a seamless experience.

Responsibilities

• Lead and develop a team of Fraud Client Services Specialists responsible for fraud prevention, client support, and end-to-end case resolution.
• Hire, coach, develop, and support crew while fostering a culture of accountability, teamwork, and continuous improvement.
• Ensure strong performance across quality, service, productivity, fraud outcomes, and client experience.
• Partner with AWM and VWS leaders to support evolving client, participant, advisor, and business needs.
• Lead the rollout and adoption of new fraud capabilities, process improvements, and operating model changes.
• Work with key partners across Fraud, Risk, Compliance, AML, and the business to improve fraud prevention and servicing outcomes.
• Support workforce planning, capacity management, and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

Requirements

• Minimum of five years related work experience, with two years of operations experience preferred.
• Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Direct experience supporting Vanguard Workplace Solutions (VWS) is required and/or Advice & Wealth Management is required.
• Experience partnering with senior stakeholders across Risk, Compliance, Legal, Product, Technology, and Operations organizations.
• Professional certification (CFE) may be required upon hire.

Qualifications

• Strong relationship management, operational leadership, and collaboration across AWM, VWS, and key business partners to support the evolving needs of clients, participants, plan sponsors, advisors, and the business.
• Identify opportunities to improve fraud services, enhance the client and participant experience, and support the continued evolution of Vanguard's fraud operating model.

Benefits

• Global Risk and Security (GR&S) at Vanguard enables business strategy, protects client and Vanguard interests (e.g., assets and data), and stewards a strong risk culture.
• Our teams leverage enterprise-wide insights, deep expertise, and trusted advice so that across Vanguard leaders and crew drive faster, stronger, risk-informed decisions.
• Within GR&S, the Enterprise Security and Fraud (ES&F) sub-division is responsible for the global protection of Vanguard crew, property, data, and client assets.
• We are the trusted advisors that protect the pride of Vanguard with state-of-the-art security and fraud capabilities.
• We are a world-class destination of highly engaged, passionate, and diverse talent expected to continuously learn and develop in an ever-changing security landscape.
• Our crew are our greatest resource – by joining our team you will build collaborative long-term relationships and enjoy a suite of benefits that includes comprehensive health and wellness care, work-life balance, and an investment in your future at its core.

Pay

N/A

Schedule

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Benefits

N/A

Skills

• Strong relationship management
• Operational leadership
• Collaboration across AWM, VWS, and key business partners
• Identify opportunities to improve fraud services
• Enhance the client and participant experience
• Support the continued evolution of Vanguard's fraud operating model

Company Information

Vanguard is a leading provider of investment management and related services. Vanguard is committed to diversity, inclusion, and equal opportunity in all aspects of employment. Vanguard does not sponsor visas for this position.