Head of Operational Oversight, Personal Investor at Vanguard

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Investment Management, Financial ServicesIndustries

Requirements

Proven leadership in operational oversight across superannuation and financial services
Deep understanding of regulatory frameworks (ASIC, APRA, AUSTRAC) and vendor governance
Strong analytical and problem-solving skills with experience in exception handling and remediation
Excellent stakeholder engagement and communication skills across all levels
Ability to lead cross-functional teams and influence strategic outcomes

Responsibilities

Lead operational oversight across Superannuation, Personal Investor, Adviser Operations, and Transfer Agency (TA) functions
Drive continuous improvement and scalable solutions through data-driven insights and functional expertise
Champion a resilient service model that integrates vendor performance, client experience, and regulatory compliance
Establish and maintain robust control frameworks for high-risk functions including manual processes, exception handling, and complex case management
Oversee lifecycle monitoring (e.g., unallocated money, investment asset allocation, account closures)
Lead quarterly QA reviews and SLA monitoring across client service & operations
Coordinate operational calls and meetings with third-party vendors (e.g., FNZ, Grow, MUFG, Computershare)
Manage system access approvals across platforms (DLTA, Chandler CX, SuperChoice, SSRS, Looker, Grow Connect, Personal Investor Platform)
Ensure oversight of distributions, transfers, and BAU processing across TA and Personal Investor
Administer onboarding, fee validation, LDA amendments, and adviser maintenance (including FNZ)
Handle exception queries, manual changes, and adviser-led member transactions
Oversee advice fee processes including refunds, clawbacks, and invoice communications
Lead event reporting, analysis, and remediation across Super, Personal Investor, and TA
Manage complaints, AFCA cases, complex insurance claims, and vulnerable member support
Ensure OST reporting across complaints, insurance operations & claims, cashflow, and fund events
Oversee SRO and BAS payments, international reporting, and licensee governance attestations
Support legal reviews and ensure alignment with regulatory obligations and audit requirements
Lead a team of ~19 crew across Super, Personal Investor, and TA oversight functions
Foster a culture of accountability, continuous improvement, and client-centricity
Collaborate with internal leaders across Operations, Risk, Compliance, Marketing, Client Experience and Strategic Enablement

Skills

Operational Oversight

Quality Assurance

Risk Management

Continuous Improvement

Data-Driven Insights

Control Frameworks

SLA Monitoring

Vendor Management

Regulatory Compliance

Superannuation

Client Service

Process Excellence

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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