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

Through its Wealth Management division, 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’re seeking an Operations Oversight Associate to support the governance, oversight, and performance monitoring of our centralized call center and support teams. This role is responsible for monitoring operational performance, identifying risks and opportunities for improvement, and providing management information, oversight, and governance support to ensure positive customer outcomes.

Tasks

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

Profile / Your qualification / Your personality

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

Share this offer on LinkedIn →

Location

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