Fraud Client Services (FCS) Primary Manager

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