Job Description

About Vanguard

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

Team & Opportunity
As part of Vanguard Australia’s Digital Workplace Services team, you will lead the teams responsible for desktop, platform, and infrastructure support that enable our critical trading operations. Based on the trade floor, you will have a unique opportunity to work in a highly visible environment, partnering closely with our Investment Management Group and helping ensure the technology supporting day-to-day trading activity is reliable, responsive, and fit for purpose.

In this role, you will also oversee the technology supporting our Contact Center and voice platforms, giving you the chance to contribute to the growth and evolution of another strategically important area of the business. With touchpoints across Tech Central, cloud infrastructure, and broader IT support functions, this role offers breadth, visibility, and the opportunity to make a meaningful impact across Vanguard Australia.

This opportunity will suit an experienced technology leader who enjoys working in fast-paced, business-critical environments and building strong relationships with stakeholders across the organisation. You will bring strong operational leadership, excellent communication skills, and the ability to lead teams across complex technology domains. If you’re a bright and energetic communicator and strong relationship builder, we want to hear from you. Experience in trading, contact center technology, or IT infrastructure will be advantageous.

Applications close for this role on Sunday 5th July.

Core Responsibilities

• Lead, coach and develop a high performing technical support team that delivers exceptional end-user experiences to our critical trade floor clients.
• Manage and prioritise work across the Digital Workplace Services initiatives, including major projects such as the Windows 11 uplift program, contact center AI initiatives and other trade floor impacting initiatives.
• Coordinate the support and maintenance of our business continuity site.
• Provide coaching, mentoring and leadership support to your immediate team of engineers and specialists.
• Provide technical leadership over our Trade Floor Tech Central, Cloud and critical infrastructure platforms utilised by our Trade Floor.
• Drive continuous improvement, proactively identifying opportunities to enhance processes, uplift service quality and improve the overall end-user digital experience.
• Actively contribute and coordinate actions on Major Incident calls.
• Be responsible building and maintaining strong relationships with our business and trade floor clients.

Experience required

• Experience in trade floor, contact center technology (Genesys), or IT infrastructure will be advantageous.
• Experience leading and developing teams.
• Strong and effective communication skills, with the confidence to present comfortably to senior stakeholders and large groups.
• Strong stakeholder management and ‑relationship building‑ skills across all levels of the organisation.
• Strong problem-solving ability ‑project management‑ capability.
• Demonstrated experience driving continuous improvement initiatives.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.