Wealth Management-Digital Operations-Back Office Fulfilment-Analyst-Hyderabad
Goldman Sachs · Posted Oct 12
Investment banking, securities, asset management, and wealth management services
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About the role
Marcus by Goldman Sachs is the firm's direct-to-consumer business, serving millions of customers across multiple products with a focus on value, transparency, and simplicity. The Operations division provides critical operational functions so customers can manage their accounts easily and securely, and this role sits within the US Deposits Back Office function. The Operations Team Leader will lead and supervise a team of 15-18 representatives, managing performance, scheduling, case assignment, escalations, and process improvement.
What you will do
- Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives
- Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
- Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
- Establish schedules for team members
- Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
- Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
- Monitor and assign cases and work closely with the QA teams to manage ongoing professional and personal development of operations team members
- Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives and SLAs
- Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
- Offer guidance to the management team in such areas as real-time operational performance, ensuring that service level targets are achieved as set by the business
- Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative processes and strategy
- Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
- Conduct Team Lead (TL) audits and evaluations for Calls and Casework, ensuring adherence to quality standards, operational procedures, and compliance requirements while providing actionable feedback and coaching.
Skills used in this role
What the employer is looking for
- Bachelor’s degree
- Minimum of 2 years’ customer service experience
- Minimum of 2 years in supervisory experience for external candidates
- Strong understanding of the customer service experience, KPI’s (AHT, QA, Adherence, SLA’s) and process improvements
- Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude
- Strong analytical skills
- Experience with Microsoft Office (Word, Excel, PowerPoint)
Preferred qualifications
- Leadership experience in a retail banking/Insurance environment
- Project management experience
Benefits and support
- Compensation and benefits are detailed in the job posting
About Goldman Sachs
The Goldman Sachs Group, Inc. is a leading global financial institution that delivers a broad range of financial services across investment banking, securities, investment management, and consumer banking to a diverse client base. Established in 1869 and headquartered in New York City, the firm serves corporations, financial institutions, governments, and high-net-worth individuals worldwide.
- Industry
- Investment Banking
- Company size
- 47400+ employees
- Founded
- 1869
- Location
- New York, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
President and Chief Operating Officer
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