Asset & Wealth Management, Operations Oversight, Associate (m|f|x) Dublin

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.

We’re seeking an Operations Oversight Associate to support the governance, oversight, and performance monitoring of our centralised call centre and support teams. This role is responsible for monitoring operational performance, identifying risks and improvement opportunities, and providing management information, challenge, and governance support to ensure the delivery of positive customer outcomes.

Aufgaben

• Reporting to the Head of Delivery, act as a key support to ensure the Delivery centre is operating effectively and in line with its objectives
• Responsible for providing oversight and governance of the contact centre experience and ensuring appropriate frameworks are in place to support delivery of customer outcomes
• Monitor and report on operational performance against agreed service level targets, escalating risks and issues where necessary
• Identify opportunities for strategic enhancement of existing processes to improve customer journeys and ensure organisational effectiveness
• Provide governance support and senior review for complex customer escalations , offering guidance and support to the call centre manager to help resolve inbound escalations promptly and effectively, in line with procedures.
• Review and sign off on processes, policies, and talking points for the centralised call centre.
• Act as a senior point of escalation, reviewing and providing sign off on complaints.
• Participate as key contributor or lead in projects as directed by the management team.

Profil / Ihre Qualifikation / Ihre Persönlichkeit:

• 3+ years of relevant industry experience across retail banking
• Excellent interpersonal, organizational, verbal and written communication skills
• Demonstrated experience in customer journeys and operational procedures
• Ability to develop strong relationships with key stakeholders and delegates across the organisation
• Strong time management skills, ability to work to deadlines, and adapt in a dynamic environment
• Desire to continually learn and ability to manage multiple priorities
• Enjoys working in a fast-paced, changing, start-up environment
• Bachelor’s degree preferred

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Standort

47-49 St Stephen's Green, IRE-D02 W634 Dublin