Manager, Client Service & Fund Operations Transformation - 12 Month Contract

Job summary

The role involves managing client service inquiries and operational oversight while leading a significant fund administration transformation initiative. The incumbent will act as a subject matter expert and key connector between Canadian business requirements and global program teams.

Job details

Vanguard Canada is seeking an experienced client service and operations professional to play a key role across client servicing, operational oversight, and a significant fund administration transformation initiative for a 12-to-18 -month contract position. This hybrid role combines hands-on client service and operations expertise with leadership of the Canadian workstream supporting a broader back-office transformation. The successful candidate will serve as a trusted operational subject matter expert, escalation point, and project lead, partnering across Canadian and global teams and with external service providers to strengthen client service, improve processes, manage operational risk, and successfully implement change. The role is expected to be approximately 50% focused on client service and operational support, and 50% focused on fund administration transformation. RESPONSIBILITIES: * Serve as an escalation point for complex client service inquiries, operational issues, and service provider matters. * Partner with Sales, Relationship Management, Legal & Compliance, Finance, Product, and other stakeholders to resolve issues and support a strong client experience. * Provide day-to-day leadership and operational oversight across recordkeeping administration, client servicing, controls, and related business processes. * Provide guidance and support to colleagues, sharing expertise and helping strengthen the team's ability to manage complex operational and client situations. * Identify root causes, recommend sustainable solutions, and drive process improvements that enhance efficiency, quality, and risk management. * Lead or support Canadian project activities related to fund administration and back-office transformation, including planning, milestone tracking, issue management, readiness, testing, and implementation. * Act as the key connector between Canadian business requirements and broader global program teams. * Coordinate stakeholder communications, governance updates, and project reporting for impacted Canadian teams. * Support audit-ready documentation, regulatory considerations, and operational control requirements. QUALIFICATIONS: * 7+ years of experience in client service, fund operations, investment operations, transfer agency/recordkeeping, fund administration, project management, or a related financial services function. * Demonstrated ability to manage complex operational issues, client escalations, and cross-functional initiatives. * Experience working with third-party service providers, outsourced operating models, or vendor-supported processes. * Demonstrated ability to lead cross-functional initiatives and provide direction and support to colleagues, with or without formal reporting-line authority. * Strong project management skills, including the ability to coordinate deliverables, track risks and dependencies, and drive outcomes in a matrix environment. * Knowledge of mutual funds, ETFs, fund administration, investment operations, regulatory requirements, or operational controls is preferred. * Excellent communication, stakeholder management, analytical, and problem-solving skills. * Ability to influence without direct authority and operate independently with sound judgment. Pay Transparency Expected Salary Range: $126,000 - $176,000 Role status: existing vacancy Our compensation ranges are based on role, level, and local market. Individual pay within the range is determined by factors such as job-related skills, experience, and relevant education or training. For part-time roles, pay will be pro-rated based on regularly scheduled hours. AI Disclosure Statement Vanguard does not use artificial intelligence (AI) or automated decision-making tools in its recruitment process. All application reviews and hiring decisions are made by our recruitment team. Accommodations Vanguard is committed to fostering an accessible and inclusive workplace. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. If you require accommodation at any stage of the recruitment process, please inform us. We will work with you to meet your needs and you can reach us at americas_crewcentral@vanguardhr.com [americas_crewcentral@vanguardhr.com], quoting the job ID and job title. 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.

What you’ll do

The role involves managing client service inquiries and operational oversight while leading a significant fund administration transformation initiative. The incumbent will act as a subject matter expert and key connector between Canadian business requirements and global program teams.

Requirements

Candidates must have 7+ years of experience in client service, fund operations, or related financial services functions. Strong project management skills and the ability to lead cross-functional initiatives in a matrix environment are essential.

Benefits

• Health insurance
• Accident insurance
• Life insurance
• Retirement savings plans
• Performance-based incentives
• Discretionary bonuses

Listed skills

• Customer service · Preferred
• Project management · Preferred
• Process Improvement · Preferred
• Risk Management · Preferred
• Stakeholder Management · Preferred
• Regulatory Compliance · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Communication Skills · Preferred
• Change Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client service
• Fund operations
• Operational oversight
• Fund administration
• Project management
• Process improvement
• Risk management
• Stakeholder management
• Regulatory compliance
• Transfer agency
• Recordkeeping
• Analytical skills
• Problem-solving
• Leadership
• Communication skills
• Change management
• Influencing Skills
• Project Documentation
• Workplace Inclusivity
• Stakeholder Communications
• Relationship Management
• Record Keeping
• Issue Management
• Planning
• Artificial Intelligence
• Auditing
• Business Process
• Business Requirements
• Investments
• Customer Service
• Communication
• Decision Making Software
• Finance
• Sales
• Financial Services
• Fund Administration
• Governance
• Health Insurance
• Problem Solving
• Risk Management
• Project Management
• Operational Risk
• Operations
• Stakeholder Management
• Process Improvement

Job areas

• Finance & Accounting
• Management & Leadership
• Customer Service & Support
• Transformation Manager
• Customer Service Manager (General)
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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