Customer Operations Manager, Associate

OUR IMPACT

Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

 

YOUR IMPACT 

We’re seeking a senior operational leader to provide end-to-end oversight of customer operations including performance of service delivery, oversight of SLA’s, escalation of complaints, customer journey and outcomes, reporting, change implementation and stakeholder management focused on the operations of our centralised call centre and support teams. 

• Reporting to the Head of Delivery, the successful candidate will provide end-to-end oversight of customer servicing activities delivered through our UK-based operating model.
• The role is responsible for ensuring strong customer outcomes through effective oversight of service delivery, operational performance, complaints management, customer journeys, risk and control activities, regulatory obligations and change implementation.
• Working closely with Operations, Compliance, Risk and Change teams, the successful candidate will support the delivery of a consistently high standard of customer service while helping drive operational excellence and continuous improvement. This is a highly visible role requiring sound judgement, strong stakeholder management and the ability to influence across multiple functions. 

WHAT YOU’LL DO:

• Act as the primary support to the Head of Delivery, providing day-to-day oversight of customer operations and service delivery.
• Monitor operational performance against agreed service levels and customer outcome measures, identifying emerging risks, trends and areas requiring management action.
• Build strong relationships with operational leaders to ensure service delivery expectations are achieved and customer needs remain at the forefront of decision making.
• Provide oversight and constructive challenge across customer servicing activities to support the delivery of fair customer outcomes.
• Act as a senior escalation point for complex customer issues and complaints, supporting timely and appropriate resolution.
• Review complaint investigations and remediation proposals to ensure outcomes are fair, consistent and customer-focused.
• Identify opportunities to improve customer journeys, operational processes and servicing practices.
• Lead operational readiness activities for new products, regulatory developments, business initiatives and change programmes.
• Produce and present management information relating to service delivery, complaints, customer outcomes, operational risk and business performance.
• Support risk and control activities including issue management, root cause analysis, control monitoring and remediation tracking.
• Review and approve customer communications, servicing procedures and operational guidance.

REQUIREMENTS

• 3+ years' experience in retail banking customer operations, servicing, complaints management, contact centre leadership or operational oversight environments.
• Demonstrated experience overseeing customer operations and service delivery functions.
• Strong understanding of customer outcomes, conduct risk and operational controls within financial services.
• Experience handling complex customer escalations and complaint investigations.
• Understanding of Consumer Protection Code requirements and complaints handling obligations within the Irish financial services sector.
• Proven ability to analyse operational performance data and drive service improvements.
• Strong stakeholder management skills with the ability to influence and challenge constructively across multiple teams.
• Excellent communication, organisational and problem-solving skills.
• Ability to operate effectively in a fast-paced and evolving environment.
• QFA Qualification
• Experience working with outsourced, offshore or cross-border operational teams.
• Experience supporting operational change, business transformation or new product implementation initiatives.
• Understanding of Consumer Protection Code requirements and complaints handling obligations within the Irish financial services sector.
• Bachelor's degree.

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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Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.