Client Operations Supervisor, Separately Managed Accounts

Job description

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.