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.

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 segment 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 Money Movement function in Bengaluru.

Job Summary & Responsibilities

Lead, manage and supervise the day-to-day operations of a team of 10-15 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 cases and work closely with the QA teams to closely 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 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 Lead and drive a collaborative culture within the team to support quality, performance, and development opportunities. 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 Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills 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

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. 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. : https://www.goldmansachs.com/careers/footer/disability-statement.html



A The Goldman Sachs Group, Inc., 2024. All rights reserved.



Goldman Sachs is an equal employment/affirmative action employer

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
We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees' priorities.


Health Services
We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.


Fitness
To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).


Child Care & Family Care
We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.


Benefits at Goldman Sachs
Read more about the full suite of class-leading benefits our firm has to offer.



Opportunity Overview
CORPORATE TITLE
Analyst
OFFICE LOCATION(S)
Hyderabad
JOB FUNCTION
Digital Operations - Specialist
DIVISION
Asset & Wealth Management