Wealth Management - Digital Operations - US Deposits Complaints - Analyst - Bengaluru

Job Description

WEALTH MANAGEMENT

Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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.

MARCUS BY GOLDMAN SACHS

The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency, and simplicity.

YOUR IMPACT

We are looking for an experienced Operations Team Leader, who has a passion for customer service, to join our growing customer support team. If you work in a customer support or 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 Complaints function in Bengaluru.

Job Summary & Responsibilities

• Lead and manage a team of 15-18 complaint representatives handling US Deposits-related complaints and serve as the escalation point for complex and sensitive cases
• Manage team workload, capacity, and case allocation to meet monthly objectives and SLA requirements
• Drive efficient complaint resolution across the team to reduce turnaround time for customers
• Ensure customer advocacy for regulatory and non-regulatory complaints, ensuring fair and consistent outcomes
• Set, monitor, and deliver team goals for all metrics, including quality, productivity, schedule adherence, and error findings
• Foster a team culture focused on customer satisfaction and professional support, balanced with consistent achievement of business objectives
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching/feedback
• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
• Provide updates to management team on real-time operational performance and service level targets set by the business
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
  
  

Skills

• 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.
  
  

Basic Qualifications

• Minimum of 3 years management experience within customer service environment
  
  

Preferred Qualifications

• Experience in a retail banking environment/Insurance environment
• Deposit Back Office 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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