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

Through its wealth management business, Goldman Sachs helps empower clients and customers around the world to achieve 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 are seeking a senior operational leader to provide end-to-end oversight of customer operations, including service delivery performance, monitoring of SLAs, complaint escalation, the customer journey and outcomes, reporting, change implementation, and stakeholder management—with a focus on the operations of our centralized call center and support teams.

• Reporting to the Head of Delivery, the successful candidate will provide end-to-end oversight of customer service 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, complaint management, customer journeys, risk and control activities, regulatory obligations, and change implementation.
• Working closely with the Operations, Compliance, Risk, and Change teams, the successful candidate will support the delivery of a consistently high standard of customer service while helping to drive operational excellence and continuous improvement. This is a highly visible role requiring sound judgment, strong stakeholder management, and the ability to influence across multiple functions.

Tasks

• Serve 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-upon service levels and customer outcome metrics, identifying emerging risks, trends, and areas requiring management action.
• Build strong relationships with operational leaders to ensure that service delivery expectations are met and that customer needs remain at the forefront of decision-making.
• Provide oversight and constructive feedback across customer service activities to support the delivery of fair customer outcomes.
• Serve as a senior point of contact 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 service practices.
• Lead operational readiness efforts for new products, regulatory changes, business initiatives, and change programs.
• Produce and present management information related 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, service procedures, and operational guidance.

Profile / Your qualification / Your personality

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

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Location

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