Supervisor, Third Party Risk Oversight

Key Responsibilities

1. People Leadership & Development

• Lead coach and develop a team of Transfer Operations crew to achieve high performance and strong engagement.

• Run regular huddles 1:1s and capability uplifts focused on technical knowledge quality and behaviours.

• Set clear direction goals and expectations aligned with broader UKPI objectives.

• Promote a culture of ownership accountability and continuous learning.

2. Operational Delivery & Oversight

• Oversee daytoday workflow management for transfer cases (including inspecie cases cash transfers and complex escalations) ensuring cases handled with empathy clarity and accuracy to minimise avoidable contact and complaints.

• Ensure SLAs and regulatory obligations are met

• Monitor risk metrics delays errors and operational incidents; implement corrective actions.

• Drive reductions in transfer durations aged cases and complaints.

• Partner with external providers (e.g. FNZ TeX Origo) to ensure data quality operational integrity and compliance.

3. Continuous Improvement & Change Delivery

• Support operational and process improvements focused on automation quality uplift and efficiency.

• Contribute to strategic change initiatives (e.g. SmartOps Transfer Remediation platform improvements) and represent Transfer Operations in crossfunctional forums.

• Improve client outcomes by working with Client Experience Complaints and Oversight to resolve transfer issues through rootcause analysis and preventative actions.

4. Stakeholder Management & Reporting

• Build strong relationships with internal partners (CX Oversight FNZ Officers Risk Technology S&S Managed Services).

• Provide accurate reporting on volumes SLAs aged cases risks and key trends.

• Support MI development and contribute insights to senior leadership reviews.

Skills & Experience Required

Essential

• Proven experience in an operational environment preferably transfer operations asset onboarding or similar regulated processes.

• Strong peopleleadership capability with experience coaching developing and motivating teams.

• Excellent organisational skills with the ability to manage multiple priorities and highvolume workflows.

• Strong problemsolving analytical and riskmanagement skills.

• Ability to navigate complex cases make sound decisions and escalate appropriately.

• Confident communicator with the ability to influence stakeholders and collaborate effectively crossfunctionally.

Desirable

• Knowledge of Origo standards and transferrelated industry frameworks.

• Experience leading teams using NWOW / agile / lean methodologies.

• Familiarity with regulatory requirements and operational resilience expectations.

• Continuous improvement mindset with experience driving operational enhancements.

Behaviours & Leadership Attributes

• Clientfocused: Champions client outcomes and experience in every decision.

• Resultsdriven: Uses data and insights to drive performance and improve SLAs.

• Empowering: Builds a culture of trust psychological safety and accountability.

• Adaptive: Thrives in a fastpaced environment with shifting priorities.

• Collaborative: Works seamlessly across teams and sites strengthening partnerships across Manchester and London.

• Forwardthinking: Anticipates risks identifies opportunities and contributes to longterm strategy.

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.