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About the Role

This hybrid role requires an experienced client service and operations professional to lead the Canadian workstream for a significant fund administration transformation initiative. The successful candidate will act as an operational subject matter expert, escalation point, and project lead, partnering with global teams and external providers to enhance client service, optimize processes, manage risk, and implement change. The role is split approximately 50% between client service/operational support and 50% on fund administration transformation.

Responsibilities

Serve as an escalation point for complex client service inquiries, operational issues, and service provider matters.
Partner with Sales, Relationship Management, Legal & Compliance, Finance, Product, and other stakeholders to resolve issues and support a strong client experience.
Provide day-to-day leadership and operational oversight across recordkeeping administration, client servicing, controls, and related business processes.
Provide guidance and support to colleagues, sharing expertise and helping strengthen the team's ability to manage complex operational and client situations.
Identify root causes, recommend sustainable solutions, and drive process improvements that enhance efficiency, quality, and risk management.
Lead or support Canadian project activities related to fund administration and back-office transformation, including planning, milestone tracking, issue management, readiness, testing, and implementation.
Act as the key connector between Canadian business requirements and broader global program teams.
Coordinate stakeholder communications, governance updates, and project reporting for impacted Canadian teams.
Support audit-ready documentation, regulatory considerations, and operational control requirements.

Requirements

7+ years of experience in client service, fund operations, investment operations, transfer agency/recordkeeping, fund administration, project management, or a related financial services function.
Demonstrated ability to manage complex operational issues, client escalations, and cross-functional initiatives.
Experience working with third-party service providers, outsourced operating models, or vendor-supported processes.
Demonstrated ability to lead cross-functional initiatives and provide direction and support to colleagues, with or without formal reporting-line authority.
Strong project management skills, including the ability to coordinate deliverables, track risks and dependencies, and drive outcomes in a matrix environment.
Excellent communication, stakeholder management, analytical, and problem-solving skills.
Ability to influence without direct authority and operate independently with sound judgment.

Skills

Client service
Fund operations
Investment operations
Transfer agency/recordkeeping
Fund administration
Project management
Financial services
Operational oversight
Process improvement
Risk management
Communication
Stakeholder management
Analytical skills
Problem-solving
Mutual funds
ETFs
Regulatory requirements
Operational controls

Location

Canada

Work Type

Hybrid
Contract

Experience Level

7+ years

Salary/Compensations

$126,000 - $176,000

Benefits

Health insurance
Accident and life insurance
Retirement savings plans

About the Company

Vanguard Canada is seeking an experienced professional for a key role in client servicing, operational oversight, and a fund administration transformation initiative.
Vanguard has implemented a hybrid working model designed to enhance flexibility while enabling in-person learning, collaboration, and connection.
Vanguard's mission-driven and highly collaborative culture supports long-term client outcomes and enriches the employee experience.

Equal Opportunity

Vanguard is committed to fostering an accessible and inclusive workplace.
Vanguard is committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.
Vanguard does not use artificial intelligence (AI) or automated decision-making tools in its recruitment process. All application reviews and hiring decisions are made by our recruitment team.