Wealth Management-Digital Operations - US Deposits Back Office-Analyst-Bengaluru
Goldman Sachs · Posted Oct 12
Investment banking, securities, asset management, and wealth management services
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About the role
Wealth Management at Goldman Sachs provides financial planning, investment management, banking and comprehensive advice to a wide range of clients, while Marcus by Goldman Sachs is the firm's direct-to-consumer business serving millions of customers across multiple products. The US Deposits Back Office division in Bengaluru delivers critical operational functions so customers can manage their accounts easily and securely, upholding the principles of customer focus, process innovation and risk management. This role leads and supervises a team of 15-18 representatives, monitoring performance, driving customer satisfaction and process improvements, and serving as an escalation point for customer issues and complaints.
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 any issues as they arise
- Train, provide direction and enforce policies and standards to help the team achieve departmental goals and objectives
- Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching/feedback
- Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
- 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 improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
- Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
- Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
Skills used in this role
What the employer is looking for
- Proven ability to lead by example, with a positive attitude
- Ability to lead teams and drive performance standards
- Good interpersonal skills and strong customer focus
- Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
- Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills
- Ability to lead teams, juggle across various workstreams and drive performance standards
- Good leadership skills and the ability to motivate and develop staff
- Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
- Minimum of 3 years management experience within customer service environment
Preferred qualifications
- Experience in a retail banking environment/Insurance environment
- Deposit Back Office 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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