Quality Assurance Operations, Senior Associate (Remote)

About the position At Vanguard, we don't just have a mission—we're 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.

Responsibilities

• Keeps abreast of system and service changes and their implications to the audit process. Ensures information is disseminated to the staff and procedures are updated. Serves as the technical and procedural expert for Quality Assurance Associates.
• Facilitates training for new hires and product initiatives within the Pension Operations team. Adapts training programs by partnering with appropriate contacts.
• Acts as a mentor and coaching partner and assists with the training of new Quality Assurance Associates on audit processes and best practices. Mentors and coaches crew members effectively and changes training style to accommodate different learning styles.
• Performs periodic audits of Quality Assurance Associate work based on random sampling or Supervisory request. Reports on trends and issues to assist management on improving business processes and to address development issues with the crew.
• Analyzes data for trends and identifies root cause issues in data variances. Partners with various team members in gathering measures and metrics to report. Provides feedback and recommends alternative measures and workflows to management team based on data and findings.
• Develops and maintains regular effective communication through periodic and ad hoc operational reports. Identifies training needs for Quality Assurance Associates as well as Processing Associates based on data analysis, workflow trends, opportunity areas and observations. Provides this information to management and assists with training development and/or delivery as needed.
• Develops a solid understanding of the processes, issues, and regulations associated with business. Provides improvement recommendations based on best practices, current legislation, and existing workflows. Ensures processing is in accordance with existing plan rules and prepares reports with recommendations for changes when exceptions are identified or when plan rules do not comply with existing regulations or best practices. Supports SAS 70, Internal Audit, and Compliance activities.
• Occasionally serves as the initial point of contact for clients. May respond to requests for investment, fund and account information. May resolve general account issues.
• Participates in projects and performs other duties as assigned.

Requirements

• Undergraduate degree or equivalent combination of training and experience.
• Minimum two years business experience.
• Strong knowledge of Institutional processing procedures and processes.
• Knowledge of systems (DBX II, WIN, TRS, VPAS) used within business.
• Consistently demonstrates critical thinking and flexibility.
• Strong oral and written communication skills.
• Ability to work independently, as well as, in a team environment.
• Self motivated, eagerness to learn, and a willingness to drive change.
• Ability to prioritize, attention to detail, and manage work to meet deadlines.
• Ability to interact effectively with all levels of management.

Nice-to-haves

• Preferred knowledge in Microsoft applications (Excel, Word, Powerpoint, Access).

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