Fraud Client Services Manager

Core Responsibilities:

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary 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 delivery of 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

Additional FCS-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.

Special Factors

Sponsorship

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.