TA Operational Resilience & Incident Management

 As part of the FAS TA Oversight team, in this role you will help ensure Vanguard can continue to deliver critical services to clients and internal stakeholders during periods of disruption predominantly focused on the Transfer Agent client journey for our UK and Irish funds. The role supports Incident Management, Business Continuity, Operational Resilience activities as well as Operational Optimisation, helping the business prepare for, respond to, recover from and learn from operational incidents and optimising operational processes for risk reduction and efficiencies. You will play a key role in coordinating high-priority incidents, supporting resilience testing and recovery planning, driving post-incident improvements, and providing governance and reporting across incident and resilience activities as well as reviewing existing processes to identify and implement robust process enhancements. Working across business, technology and third-party partners, you will help strengthen third party resilience capabilities and ensure effective outcomes during disruption. This is a highly collaborative role, partnering with teams across Transfer Agency Oversight, Client Services, Product, Technology, Delivery, Risk, Compliance, Legal and external providers to support continuous improvement and operational resilience.

As part of the FAS TA Oversight team, in this role you will help ensure Vanguard can continue to deliver critical services to clients and internal stakeholders during periods of disruption predominantly focused on the Transfer Agent client journey for our UK and Irish funds. The role supports Incident Management, Business Continuity, Operational Resilience activities as well as Operational Optimisation, helping the business prepare for, respond to, recover from and learn from operational incidents and optimising operational processes for risk reduction and efficiencies.

You will play a key role in coordinating high-priority incidents, supporting resilience testing and recovery planning, driving post-incident improvements, and providing governance and reporting across incident and resilience activities as well as reviewing existing processes to identify and implement robust process enhancements. Working across business, technology and third-party partners, you will help strengthen third party resilience capabilities and ensure effective outcomes during disruption.

This is a highly collaborative role, partnering with teams across Transfer Agency Oversight, Client Services, Product, Technology, Delivery, Risk, Compliance, Legal and external providers to support continuous improvement and operational resilience.

 As part of the FAS TA Oversight team, in this role you will help ensure Vanguard can continue to deliver critical services to clients and internal stakeholders during periods of disruption predominantly focused on the Transfer Agent client journey for our UK and Irish funds. The role supports Incident Management, Business Continuity, Operational Resilience activities as well as Operational Optimisation, helping the business prepare for, respond to, recover from and learn from operational incidents and optimising operational processes for risk reduction and efficiencies.
You will play a key role in coordinating high-priority incidents, supporting resilience testing and recovery planning, driving post-incident improvements, and providing governance and reporting across incident and resilience activities as well as reviewing existing processes to identify and implement robust process enhancements. Working across business, technology and third-party partners, you will help strengthen third party resilience capabilities and ensure effective outcomes during disruption.
This is a highly collaborative role, partnering with teams across Transfer Agency Oversight, Client Services, Product, Technology, Delivery, Risk, Compliance, Legal and external providers to support continuous improvement and operational resilience.

Details:

Duties and responsibilities 

• Coordinate and manage all incidents and disruptions to Transfer Agency services, ensuring timely resolution, appropriate escalation, and effective stakeholder communication. Coordinate stakeholder communications and updates throughout the incident lifecycle. 

• Facilitate post-incident reviews, lessons learned and remediation activities. 

• Produce incident, resilience and governance reporting, metrics and management information. 

• Support the maintenance and enhancement of incident management, business continuity and operational resilience frameworks. 

• Maintain and update business continuity plans, recovery documentation and supporting artefacts. 

• Support Important Business Service (IBS) mapping, resilience assessments and dependency analysis. 

• Coordinate and participate in resilience testing, recovery exercises and scenario-based simulations. 

• Support governance forums, risk reviews and resilience working groups. 

• Assist in the oversight of third-party adherence to KPIs and third -party relationships focusing on resiliency and long-term success.

• Provide analysis, documentation and programme support across Resilience & Recovery initiatives. 

• Support awareness, training and onboarding activities for resilience and incident management processes. 

• Identify trends, risks and opportunities to improve operational resilience, recovery capability and client outcomes. 

• Develop expertise in incident management, business continuity, operational resilience and industry best practices.
• Deep dive into end to end processes across the TA Oversight team to identify opportunities to optimise and prevent issues through ongoing process improvements.

Key Skills & Capabilities 

• Incident Management & Coordination 

• Operational Resilience 

• Business Continuity 

• Stakeholder Management 

• Governance & Reporting 

• Communication & Influencing 

• Analytical & Problem-Solving Skills 

• Continuous Improvement and Process Optimisation

• Regulatory & Risk Awareness 

• Internal and external Collaboration

What it takes 

• Undergraduate degree or equivalent combination of training and experience. 

• Relevant experience within Transfer Agency operations, risk, resilience, oversight or a similar regulated environment. 

• Experience supporting incident management, issue resolution, operational risk or service disruption processes. 

• Strong written and verbal communication skills, with the ability to tailor messages for different audiences. 

• Strong organisational skills, with the ability to manage competing priorities and work through ambiguity. 

• Ability to analyse issues, identify trends and support practical improvement actions. 

• Experience producing management information, reporting, process documentation or governance materials. 

• Strong collaboration skills and confidence working with business, technology and third-party stakeholders. 

• Ability to work independently, take initiative and adapt to changing priorities. 

• Understanding of operational resilience, business continuity and regulatory requirements is highly desirable. 

• Experience using Microsoft Power tools, SharePoint, Power BI, SQL or similar reporting tools is an advantage. 

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.