Facilities & Engineering Operations Support Center Lead

Bring innovation to our workplace

At Vanguard, we’re taking a stand for investors and ensuring a safe and functional workplace for our crew members. And that means providing a world-class experience every day. As a Facilities & Engineering Operations Lead, you will lead our 24/7 Global Support Center as well as a broad scope of Global Workplace experiences.  Projects often have enterprise-wide implications. By doing so, you’ll translate our common sense of purpose into everyday perfection. In return, we’ll offer you the chance to grow personally and professionally. Are you ready to make a difference?

In this role, the Facilities & Engineering Operations Lead :

• Manages projects or multiple workstreams within a broader project or program. Develops, implements, and monitors project plans.
•  Contributes expertise to major project deliverables, milestones, and required tasks. Provides insight on best practices and common obstacles based on prior experiences.
• Serves as a trusted advisor to ensure projects are aligned with the overall company strategy and market conditions.
• Communicates project status and issues regularly to stakeholders, including leaders, team members, and senior managers. Builds and maintains effective relationships.
•  Proactively fosters communication between internal and external project stakeholders. Influences key decisions across stakeholder groups. Proactively identifies, manages, and mitigates risks and any related project issues.
•  Communicates solutions on key issues or projects to management and stakeholders to obtain their input and buy-in as appropriate. Participates in special projects and performs other duties as assigned.

This role is comprised of:

Third Party Contractor Oversight - 25%

• Indirectly lead and manage the Global Support Center staff that operates 24/7 in 3 US regions (Pennsylvania, North Carolina, Arizona)
• Establish and oversee operational reporting framework to track and monitor KPIs and additional business metrics to highlight opportunities and risk mitigation steps

Partnership with internal and external partners - 20%

• Close interaction with partner organizations external to facilities team (IT, Security)
• Model and install a culture of diversity and inclusion by taking initiative to actively identify and address concerns and issues of all team members
• Work closely with facilities groups to identify needs from a front line customer service perspective

Process improvement - 25%

• Assist in driving the overall facilities technical support strategy, including third-party staffing, tools, and processes ensuring best-in-class customer satisfaction across all support channels
• Perform analytics and trends on all areas of responsibility including: call system volume, building automation alarms, maintenance tickets
• Implement technology and process improvements to optimize front line customer services for all facility service lines (Operations, Engineering, Shuttles, Customer Service, Building automation, Fire alarm, Facility contractors)
• Identify and execute key strategic initiatives for the support team to drive efficiencies and improve quality
• Oversee and continuously improve upon customer support best practices

Facility Management Leadership - 20%

• Provide leadership and direction to the Facilities, Maintenance, and support teams
• Oversee operation of Planon, the Vanguard work order system to ensure work orders are triaged appropriately by the GSC team

Incident Management - 10%

• Assume the lead position with facilitation of Incidents, Events, Fire Drills and other non-Business as usual events to ensure appropriate coordination of teams and documentation of events.
• Assist in troubleshooting problems, recommending, and implementing solutions to problems and emergencies ensuring the right people are engaged at the right time.

What it takes:

• Minimum of five years related work experience. Two years of managing a project preferred. Financial Services and function-specific experience preferred.
• Undergraduate degree or equivalent combination of training and experience required. Graduate degree preferred.

Specialized Skills:

• Familiarity with facility software systems including maintenance management systems (CMMS, Planon), building automation systems (BAS, Distech), fire alarm systems (Siemens)
• Knowledge of building systems and equipment
• Experience in customer support or customer service roles
• Excellent communication skills
• Third party vendor management experience
• Ability to work in a team environment and work under stress
• Strong track record of reliability and s