Fraud Client Services (FCS) Primary Manager

This Hybrid Role (in office Tues-Wed-Thurs) is based in Malvern PA (HQ).

• Lead and develop a team of frontline Fraud Client Services Specialists responsible for supporting inbound fraud-related client interactions and fraud prevention activities.
• Hire coach develop and support crew while fostering a culture of accountability teamwork and continuous improvement.
• Drive performance across quality service levels productivity fraud prevention outcomes and client experience.
• Manage day-to-day contact center operations including queue performance staffing workforce management and service delivery.
• Ensure timely and effective identification escalation and resolution of fraud-related concerns to minimize client impact and financial risk.
• Partner with Fraud Strategy Fraud Recovery Risk Compliance Technology AML and Client Experience teams to strengthen fraud prevention capabilities and improve outcomes.
• Lead the implementation and adoption of new fraud prevention tools processes and operating model enhancements.
• Support workforce planning capacity management onboarding and organizational readiness efforts.
• Participate in special projects and perform other duties as assigned.

• Minimum five years of related experience required
• Undergraduate degree or equivalent combination of training and experience required.
• Leadership experience with ability to coach and develop teams
• Strong analytical and decision-making skills
• Ability to balance risk mitigation with client experience
• Certified Fraud Examiner (CFE) preferred
• Effective communication and stakeholder management skills

Special Factors

Sponsorship

About Vanguard

At Vanguard we dont just have a missionwere 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.