Fraud Operations Leader at Vanguard

Malvern, Pennsylvania, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Risk Management, SecurityIndustries

Requirements

Bachelor’s degree in business, Risk Management, Operations, or related field
8+ years of experience in fraud operations, preferably within retail banking, payments, or fintech
Proven experience in building or transforming fraud operations functions
Deep understanding of fraud operations

Responsibilities

Lead the design and build out of an end-to-end fraud operations model covering prevention/detection alert servicing, investigations, client communication, and recovery processes
Define operating model blueprints - including team structure, workflow segmentation (e.g. by fraud typology or by payment type such as ACH, wire, check, digital vs non-digital), and performance metrics
Introduce call-handling frameworks, fraud escalation procedures, and client experience standards aligned to regulatory and customer-centric expectations
Collaborate with fraud strategy and technology teams to operationalize new controls, alerts, and authentication layers
Recruit, train, and lead a team of fraud analysts, investigators, and team leads with a focus on analytical thinking, client empathy, and operational excellence
Develop a culture of continuous improvement, accountability, and cross-functional collaboration
Create training and certification programs for fraud operations staff to ensure readiness for new tools and evolving typologies
Partner with technology, data, and fraud strategy teams to select, test, and implement core fraud-management tools in operations (e.g., case management, CRM integration, call authentication solutions)
Redesign legacy processes and manual touchpoints into streamlined, automated, and well-controlled workflows
Define functional requirements for tooling enhancements and integrations with upstream (detection) and downstream (servicing, client outreach) systems
Implement control frameworks for case handling, customer verification, loss prevention, and escalation management
Ensure adherence to regulatory requirements as applicable (FINRA, Reg, AML/Fraud overlap) and internal audit standards
Partner with risk/compliance to define thresholds, decisioning authority, and documentation standards
Partner with Vanguard client experience teams to design a fraud operations servicing experience that balances security and client satisfaction
Establish SLAs and KPIs around response times, fraud alert decision quality, Average case handle time etc
Work closely with fraud prevention, product, and client facing operations teams to support new product launches and digital features
Collaborate with finance, and other internal functions to track and report fraud losses and recovery performance

Skills

Fraud Operations

Fraud Detection

Fraud Investigations

Operating Model Design

Team Leadership

Performance Metrics

Call Handling

Escalation Procedures

Client Communication

Regulatory Compliance

Workflow Segmentation

Analytical Thinking

Recruitment

Training

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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