Digital Operations - Management

Marcus by Goldman Sachs, Fraud Investigations and Operations Manager, Analyst, Birmingham location_on Birmingham, West Midlands, England, United Kingdom

We're looking for an experienced Fraud team leader who has a passion for delivering exceptional customer service to join our growing Fraud Operations team. If you are highly skilled at motivating and developing our fraud specialists, we'd love to hear from you!

What you'll do:

• Leads, motivates and supervises the day to day operations of a team of Fraud specialists.
• Ensures team performance expectations are met by coaching and enabling direct reports to be successful in role.
• Uses data to understand specialist performance, identify trends and action plans to support improvements.
• Identifies opportunities to improve customer journeys, actively encouraging the team to do the same.
• Provides support and handles customer escalations when needed.
• Embeds consistent delivery of exceptional customer service across the team with intense focus on customer satisfaction, balancing business objectives.
• Provides hands on assistance to team members while serving as an escalation point for the operation's customer issues and complaints.
• Collaborates & supports peers to ensure consistency in leadership across all teams.
• Works with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
• Develops a deep understanding of day to day expectations of own role and that of direct reports.
• Ensures agent and team controls are managed daily, weekly, and monthly while proactively logging and escalating any new issues or risks.

• Previous experience managing a Fraud Operations team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
• Demonstrable experience in coaching teams to achieve expected KPIs using recognised coaching models.
• Ability to create a positive team working environment that supports retention & development of great fraud specialists.
• Strong understanding of fraud typologies and proven track record in investigations.
• Ability to manage own workload while balancing needs of the team.
• Excellent analytical & problem solving skills, ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focused while delivering on multiple priorities.

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: Health, dental, short term disability, long term disability, life, accidental death, labor accident and business travel accident insurance.

Financial Wellness & Retirement: Assistance with saving and planning for retirement, financial support for higher education, and financial education resources.

Health Services: Medical advocacy service for employees and family members facing critical health situations, EAP counselling and referral services, Global Medical, Security & Travel Assistance, workplace ergonomics program.

Fitness: On site fitness centers in some offices, reimbursement for approved fitness club memberships or activities.

Child Care & Family Care: On site childcare centers, mother and baby rooms, homework rooms, expectant parent resources, transitional programs and stipends for adoption, surrogacy, egg donation and egg retrieval.

Other benefits: Competitive vacation policies based on employee level and office location, additional benefits as outlined in the company's benefits programme.