Serves as a senior-level expert that leverages process improvement methodology (e.g., Lean, Agile, Human Centered Design, Six Sigma) to lead complex, cross-functional process improvement initiatives. Defines, designs, and implements scalable processes that improve client retention outcomes and strengthen the end-to-end client experience while elevating the capability of teams executing day-to-day interventions. Partners with senior leaders and subject matter experts across functions to drive alignment and influence decision-making while anticipating risks and opportunities. Acts as a thought leader by developing team capability and enabling consistent, high-quality execution across process improvement teams.
Responsibilities:
1. Lead Client-Centric Process Design & Improvement for a Net-New Business Unit
Proactively identify, analyze, and improve processes with a primary focus on client retention and loyalty
Design processes that drive measurable, scalable client outcomes in an ambiguous environment, with high effectiveness and quality
2. Drive End-to-End Initiative Execution
Lead complex initiatives from ideation through implementation, defining scope, timelines, and success measures
Anticipate risks, remove barriers, and ensure timely delivery of outcomes
3. Design and Visualize Scalable Client-Centric Processes
Lead the visualization, definition, and implementation of new or enhanced processes to achieve improved client experience outcomes.
Ensure processes are scalable, repeatable, and aligned across teams
4. Influence & Align Across Stakeholders
Build strong relationships with senior leaders and cross-functional partners (service, product, analytics, operations)
Use data and insights to proactively influence decisions and align on process enhancements to improve client outcomes
5. Elevate Team Capability
Coach, mentor, and develop process improvement crew to strengthen execution and consistency
Build team capability in applying data, process improvement methods, and client-centric thinking
Serve as a thought leader and trusted advisor to the Head of Client Success
Qualifications:
Minimum of eight years related work experience with progressive responsibility required.
Undergraduate degree or an equivalent combination of training and experience required. Graduate degree preferred.
Process improvement certification (i.e. McKinsey Lean training, Six Sigma certification) preferred.
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
- Minimum of eight years related work experience with progressive responsibility
- Undergraduate degree or equivalent combination of training and experience
- Graduate degree (preferred)
- Process improvement certification (i.e. McKinsey Lean training, Six Sigma certification)
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
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.
