Goldman Sachs

Advises on mergers and trades stocks and bonds

Operations Team Leader - Marcus Delivery, US Deposits Delivery

Customer SupportUpdated on Nov 11

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor’s degree is required.
A minimum of 2 years of customer service experience is required.
External candidates must have a minimum of 2 years of supervisory experience.
Strong understanding of the customer service experience, key performance indicators (average handle time, quality assurance, adherence, and service-level agreements), and process improvements is required.
Ability to work independently in a team-oriented, fast-paced environment is required.
Strong analytical skills are required.
Experience with Microsoft Office, including Word, Excel, and PowerPoint, is required.

Responsibilities

Lead, manage, and supervise the day-to-day operations of a team of 15–18 representatives.
Monitor and evaluate team performance, reward behaviors or performance when appropriate, and address performance and behavioral issues as they arise.
Train staff, provide direction, and enforce policies and standards to help staff achieve departmental goals and objectives.
Establish schedules for team members.
Assist with interviewing and selecting team members, and serve as a role model and mentor to the team and others.
Conduct weekly one-on-one meetings and bi-monthly staff meetings, and provide on-the-spot coaching and feedback.
Monitor and assign cases, and work with quality assurance teams to manage the ongoing professional and personal development of operations team members.
Maintain a strong focus on customer satisfaction and professional customer support while consistently achieving business objectives and service-level agreements.
Provide hands-on assistance to team members and serve as an escalation point for customer issues and complaints.
Advise the management team on real-time operational performance and help ensure business service-level targets are achieved.
Recommend and drive business-process improvements, ensure optimal resource utilization, and audit compliant administrative processes and strategy.
Assist with project planning and issue identification by monitoring projects and delivering improvements or processes on time.
Conduct Team Lead audits and evaluations for calls and casework, ensuring adherence to quality standards, operational procedures, and compliance requirements while providing actionable feedback and coaching.

Desired Qualifications

Leadership experience in a retail banking or insurance environment is preferred.
Customer service experience is preferred.
Project management experience is preferred.

YOUR IMPACT

We are looking for an experienced Operations Team Leader, who has a passion for fraud detection and investigation work, to join our growing fraud operations team. If you work in risk operations environment, and have strong people management skills, we want to hear from you.

OUR IMPACT

Our division provides critical operational functions to ensure our customers can manage their accounts with us easily and securely. From day one, our customer support leaders play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our US Deposits Back Office function.

Job Summary:

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.

Basic Qualifications:

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
Customer Service experience
Project management experience

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

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About the Company

Goldman Sachs

Advises on mergers and trades stocks and bonds

Goldman Sachs advises companies and governments on mergers, raises money for them by selling their stocks and bonds, and trades securities for big investors such as hedge funds and pension funds. It led Ford Motor's 1956 stock market debut, then the largest share sale in US history. Traders buy and sell stocks, bonds, currencies, and commodities for clients and lend them money, while bankers earn a fee on each deal they advise on or arrange. Its asset and wealth management arm invests for institutions and wealthy families and charges fees based on the money it oversees. The firm was founded in 1869, when it began brokering short-term IOUs for New York merchants, and it is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1869

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