Asset & Wealth Management, Operations Oversight, Associate, Dublin Dublin Ireland Associate

Asset & Wealth Management, Operations Oversight, Associate, Dublin location_on Dublin, Co. Dublin, Ireland

OUR IMPACT

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.

YOUR IMPACT

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.

WHAT YOU'LL DO:

• 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.

REQUIREMENTS

• 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 prioritiesEnjoys working in a fast paced, changing, start up environment

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. Learn more about our culture, benefits, and people at

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

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.

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.