Client Operations Supervisor, Separately Managed Accounts

Client Operations Supervisor, Separately Managed Accounts (SMA) leads a focused, client-dedicated team responsible for the end-to-end management of the SMA account lifecycle. Accountable for service delivery, operational performance, and continuous improvement, this role ensures advisors and clients receive a seamless experience from onboarding through ongoing servicing and account closure. Through strong leadership, effective workflow management, and cross-functional partnership, the manager drives operational excellence while supporting the growth and scalability of the business.

Job Summary

Client Operations Supervisor, Separately Managed Accounts (SMA) leads a focused, client-dedicated team responsible for the end-to-end management of the SMA account lifecycle. Accountable for service delivery, operational performance, and continuous improvement, this role ensures advisors and clients receive a seamless experience from onboarding through ongoing servicing and account closure. 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 focused, 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 a strategic Direct Indexing, Separately Manager Accounts (SMA) 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 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.