Wealth Marcus-UK Deposits Delivery-Analyst-Bengaluru

Job description

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 UK Deposits function in Bengaluru.** Job Summary & Responsibilities - Leads and supervises the day-to-day operations of a team of operational agents within the customer support team. - Creates and imbeds an in-depth understanding of the day-to-day responsibilities of the customer support team - Maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives - Monitors all work queues and ensures these are managed within agreed service levels, with daily, weekly, and monthly MI collated and shared as required with management. - Leads and drives a collaborative culture within the team to support quality, performance, and development opportunities. - Responsible for leading the One GS culture and conduct approach as a manager on the site in Bengaluru. - Provides hands-on assistance to team members while serving as an escalation point for team members and the UK Deposits Delivery team. - Establishes schedules for the team, ensuring workflow and staffing requirements are met consistently through effective forecasting. - Trains and coaches team members, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives - Manages the individual performance of their team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise - Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback - Coordination of call and case quality audits and remediation plans in partnership with QA Manager. - Conducts/participates in calibration session with other Team Leads and Quality manager to ensure proper scoring across team members - Identify continuity, support, and ongoing succession opportunities for key areas in the UK Deposits team. - Works closely with Business Risk team to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place - Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls. - Recommends improvements in business processes and ensures optimal resource utilization - Offers 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 Skills - Proven ability to lead by example, with a positive attitude - Ability to lead teams and drive performance standards - Good interpersonal skills - Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure - Strong customer focus - Ability to lead teams, juggle across various workstreams and drive performance standards - Good leadership skills and the ability to motivate and develop staff - Ability to manage and drive a culture of continuous improvement - 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 - Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills Basic Qualifications - Minimum of 3 years management experience within customer service environment - Experience in a retail banking environment/Insurance environment Preferred Qualifications 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 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. 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. We Offer Best-In-Class Benefits Healthcare & Medical Insurance We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance. Holiday & Vacation Policies We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year. Financial Wellness & Retirement