Job Summary
Client Operations Supervisor, Separately Managed Accounts (SMA) leads a client-dedicated team responsible for the end-to-end management of the Retail SMA account lifecycle. Accountable for service delivery, operational performance, and continuous improvement, this role ensures advisors receive a seamless experience from onboarding through ongoing servicing and account closure of their SMA book. Through strong leadership, effective workflow management, and cross-functional partnership, the manager drives operational excellence while supporting the growth and scalability of the business.
Key Responsibilities
- Account Lifecycle Leadership
- Lead a client-dedicated team responsible for delivering end-to-end operational support and account lifecycle management - including onboarding, implementation, account maintenance, servicing, and termination activities for retail SMA book of business - for a strategic Direct Indexing relationship
- Ensure client and operational requests are completed accurately, efficiently, and within established service level commitments while delivering a high-quality client experience.
- Serve as the primary escalation point for complex account and operational issues, providing guidance and driving timely resolution.
- Monitor volumes, service levels, capacity, and staffing needs to ensure operational demands and client expectations are met.
- Build strong partnerships with Portfolio Management, Technology, Risk, and other stakeholders to resolve issues, improve processes, and enhance client outcomes.
- Oversee operational exceptions, service issues, and account inquiries while ensuring proactive communication and effective resolution.
- Establish and maintain controls, procedures, and service practices that support quality, risk management, regulatory compliance, and operational excellence.
- Leverage operational and service metrics to identify trends, improve performance, support resource planning, and drive continuous improvement.
- Strategic Growth & Operational Excellence
- Partner with business and technology leaders to implement scalable operating model improvements and support new products, platform enhancements, and strategic initiatives.
- Identify and implement process simplification, standardization, automation, and service enhancements that improve efficiency, scalability, and the advisor experience.
- Develop and maintain operating procedures, training materials, and knowledge resources to promote consistency, effectiveness, and sustainable growth.
- People Leadership & Team Development
- Hire, coach, develop, and lead a team of operational professionals supporting the SMA account lifecycle.
- Establish performance expectations, provide ongoing feedback, conduct performance reviews, and support career development.
- Foster a culture of accountability, client focus, collaboration, continuous improvement, and risk awareness.
- Manage team capacity, workload allocation
Qualifications
- Required
- Bachelor's degree
- 5+ years of experience in Retail SMA operations, or direct indexing.
- Prior supervisory, team lead, or people management experience.
- Strong understanding of account lifecycle processing, operational controls, and exception management.
- Excellent analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities within a high-volume operational environment.
- Strong communication and stakeholder management capabilities.
- Preferred
- Knowledge of custodial systems and managed account operating models.
- Experience leading process improvement or automation initiatives.
- Familiarity with operational risk and control frameworks.
Special Factors
Sponsorship
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.
Skills Required
- Bachelor's degree
- 5+ years of experience in separately managed account operations or direct indexing
- Prior supervisory, team lead, or people management experience
- Strong understanding of account lifecycle processing, operational controls, and exception management
- Excellent analytical, organizational, and problem-solving skills
- Ability to manage multiple priorities in a high-volume operational environment
- Strong communication and stakeholder management capabilities
- Knowledge of custodial systems and managed account operating models
- Experience leading process improvement or automation initiatives
- Familiarity with operational risk and control frameworks
Vanguard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vanguard and has not been reviewed or approved by Vanguard.
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Retirement Support — Retirement support appears unusually strong through a 401(k) design that includes a match plus an additional employer contribution, which can materially lift long-term total rewards. HSA seeding and an enhanced employer match further strengthen the savings-and-benefits value of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle support is reinforced by a sizable annual FlexFund stipend that can be applied across many day-to-day categories such as fitness, childcare, and other personal expenses. On-site or virtual clinics and fitness options add practical health and wellness convenience.
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Affordable Benefits — Healthcare and related benefits are positioned as comparatively affordable via heavily subsidized medical plans and broad coverage options. This affordability can offset moderate base pay for employees who place higher value on out-of-pocket cost reductions.
Vanguard Insights
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What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
