Fraud Client Services Advanced Manager

About the role

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.

This role leads a high-performing team focused on delivering strong results and consistent support during critical moments. Success requires 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. The leader will also help identify opportunities to improve fraud services, enhance the client and participant experience, and support the continued evolution of Vanguard's fraud operating model.

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. 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.

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.

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 products and services that transform our clients' lives, and 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.