Cash Operations & Process Improvement Lead

About the Opportunity 

We are seeking an experienced operations and process improvement professional to help strengthen how our growing Cash business serves clients and manages critical processes. In this highly collaborative role, you will turn client feedback, operational data, and issue trends into practical improvements; establish clear process governance and health measures; and work across business, operations, risk, controls, compliance, and technology teams to solve complex problems. This is an opportunity to build scalable practices, influence senior stakeholders, and improve client and business outcomes in an evolving environment. 

What You Will Do 

• Lead the Voice of Client governance and continuous improvement program, combining feedback from clients, complaints, service teams, operations, and other channels into prioritized actions and measurable outcomes. 

• Establish practical standards for process governance, including health criteria, documentation, ownership, review cycles, and escalation expectations. 

• Own and maintain an inventory of critical processes, procedures, accountable owners, dependencies, and known opportunities. 

• Support issue identification, evaluation, escalation, root-cause analysis, corrective-action planning, and remediation tracking. 

• Develop and continually improve an operational and process health scorecard, translating data and trends into clear insights for senior leaders. 

• Analyze operational performance, client feedback, complaints, incidents, and process data to identify emerging concerns and improvement opportunities. 

• Lead complex process improvement efforts from problem definition through implementation and measurement of results. 

• Partner with operational and client-facing teams to clarify ownership, improve handoffs, coordinate dependencies, and help resolve complex service needs. 

• Collaborate with risk, controls, compliance, process owners, and technology partners to strengthen processes, support readiness activities, and coordinate remediation. 

• Develop process documentation and employee resources to implement and sustain improvements. 

• Facilitate governance and working sessions, communicate recommendations, and drive accountability for decisions and follow-through. 

What We Are Looking For 

• At least five years of progressively responsible experience in operations, process improvement, business analysis, client experience, governance, or a related field. 

• Demonstrated ability to assess complex processes, identify root causes, and translate findings into sustainable improvements. 

• Strong analytical skills and experience developing metrics, scorecards, or executive reporting. 

• Experience leading cross-functional initiatives and influencing stakeholders without direct authority. 

• Ability to create clear process maps, procedures, requirements, and governance materials. 

• Strong written, verbal, facilitation, and executive communication skills. 

• Comfort working through ambiguity, establishing structure, and balancing several priorities in a changing environment. 

• Experience in financial services, regulated operations, risk, controls, complaints, or client service is preferred but not required. 

• Undergraduate degree or an equivalent combination of education and experience required; graduate degree preferred. 

• Lean, Six Sigma, Agile, or another recognized process improvement certification is preferred. 

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

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.