Fraud Client Services Manager

About the role

Leads a client-facing fraud prevention team responsible for identifying and stopping high-risk activity before fraud occurs. This role ensures strong operational performance, risk mitigation, and a consistent client experience during critical moments that matter.

Responsibilities

• Hires, evaluates, and supervises crew. Provides guidance and training to develop crew.
• Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Reviews team operations to ensure efficiency. Develops team processes and procedures to improve operational effectiveness.
• Fosters a team environment driven by open communication, decisiveness, clear direction, teamwork, and accountability.
• Oversees operating procedures, monitors operational metrics, and ensures the team delivers accurate and timely processing based on daily goals.
• Collaborates across teams to ensure service quality, operational efficiency, and overall department performance continuously improves. Facilitates dialogue across teams and through senior managers.
• Communicates broader departmental changes across the team to ensure awareness of impacts on processes. Applies knowledge of various policies and procedures and their implications on the team's day-to-day activities.
• Participates in special projects and performs other duties as assigned.

Fraud Client Services-Specific Responsibilities

• Lead day-to-day Fraud Client Services (FCS) operations, including real-time fraud alerts, client verification, and case decisioning.
• Deliver against service level expectations and capacity plans.
• Monitor performance (quality, cycle time, fraud outcomes) and address gaps in real time.
• Drive process improvements across fraud workflows, tools, and operating model.
• Partner with Fraud Strategy, Technology, AML, and Client Experience teams to strengthen fraud prevention capabilities.

Qualifications

• Minimum five years of related experience required. Two years' experience in operations processing preferred.
• Leadership experience with ability to coach and develop teams.
• Strong analytical and decision-making skills.
• Ability to balance risk mitigation with client experience.
• Effective communication and stakeholder management skills.

Preferences

• Undergraduate degree or equivalent combination of training and experience required.

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.