Process Support Senior Associate

Role Overview

• Owns more complex client requests on our mutual fund and brokerage platforms.
• Consistently follows policies and procedures for completing work while independently utilizing systems and resources effectively.
• Exhibits a sense of urgency and accountability for the client experience.
• Attend trainings and proactively seek opportunities to develop (Vanguard Management System knowledge).
• Owns and resolves client or stakeholder inquiries while demonstrating logical, systematic approach to problem solving.
• Collaborates with peers and business partners to continually enhance the client experience.
• Leverages online resources and past experience to independently meet challenges and provide viable alternative solutions as needed.
• Identifies trends and escalates critical issues for timely communication and improved self-provisioning of business partners.
• Leverages appropriate delegates, crew resources to seek accommodations.
• Demonstrates full proficiency in all brokerage and mutual fund functions designated under respective training path.
• Maintains balance between quality and productivity to meet department standards.
• Serves as a Subject Matter Expert to the business and assists with coaching and supporting peers in completing client requests.
• Adheres to standard work/workflows, vocalizes opportunities to improve upon it.
• Actively suggests enhancements to processes.
• Actively participates in Vanguard Management System culture (i.e. huddles, problem solving, staff meeting, and trainings).
• Adheres to standard work/workflows, vocalizes opportunities to improve upon it.
• Prioritizes work and provides flexibility to support business needs.
• General awareness of the current business environment.
• Demonstrates an interest in the financial markets and brokerage environment.
• Understands Vanguard products including, but not limited to, fund minimums, additional purchase limits, and closed funds.
• Reviews procedures, recommends enhancements, and executes upon them.
• Participates in conversations around individual and team targets during huddle board conversations, and consistently updates goals in a timely fashion.
• Participates in special projects and performs other duties as assigned.

Requirements

• Undergraduate degree or equivalent combination of training and experience.
• Minimum of two years general experience and one year industry/technology.
• Strong problem resolution and time management skills.
• Outstanding positive attitude with ability and willingness to effectively work within a team environment.
• Excellent communication skills both with peers and business partners.
• Demonstrated ability to work in a high volume situation with time constraints and to adapt within a fluid work environment.
• Ability to prioritize and handle multiple tasks in a rapidly changing brokerage environment.
• Ability to navigate ambiguity to set their own goals and align them with strategic focus areas of the business.
• Working knowledge of Microsoft Office and PCs.
• Preferred qualifications: Proficiency in Microsoft Excel, including ability to use data to identify trends, insights, and opportunities for action.

Benefits

• Vanguard is not offering visa sponsorship for this position.
• Hybrid working model for enhanced flexibility while enabling in-person learning, collaboration, and connection.