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Goldman Sachs

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3.5

based on 1.2k Reviews

303 Goldman Sachs Jobs

US Deposits Front Line Chat Operations - Associate

Goldman Sachs

3.5

based on 1.2k Reviews

5-7 years

Bangalore / Bengaluru

1 vacancy

US Deposits Front Line Chat Operations - Associate

Goldman Sachs

posted 3mon ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Investment Banking Operations Auditing HTML Risk Management

+ 4 more

Job Description

YOUR IMPACT

We re seeking a leader with passion experience of managing a high-performing team and successfully delivering a world class customer experience to our Marcus customers (both internal external). Also responsible for collaboration across multiple stakeholders to resolve any potential issues that impact customer experience/ business continuity.

JOB SUMMARY RESPONSIBILITIES

Oversee a high-performing operation teams to achieve business goals in chat process and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams.
Responsible for measuring, tracking, and driving continuous improvement of key metrics (chat quality, productivity, and schedule adherence) with teams. Identifies risks and manages difficult escalations.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Offer guidance to the management team in such areas as real time operational performance, ensuring that chat service level targets are achieved as set by the business
Driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
Assist with interviewing and selection of team members as necessary and serve as a role model/mentor to your team and others
Lead and assist in other aspects of operations, assisting your team and your managers towards success
Flexible for shift work as this is 24/7 process with 5 days per week, with the evolution of expanding these hours sometime in the future
Identification of industry trends and developments related to customer service to implement best practice in customer care.
Execution of escalation requests to the relevant team or senior management as required in a timely manner

BASIC QUALIFICATIONS

Bachelor s degree
Strategic vision with the ability to execute
Demonstrated leadership presence and maturity
Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
Excellent written and verbal communication skills
Executive-level presentation skills
Ability to handle high-level client interactions and/or escalations
Strong interpersonal, relationship-building, and negotiating skills
High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint
Minimum of 5 years of banking or contact center operation experience
Minimum of 3-5 years supervisory experience and managing other leaders
Ability to learn quickly and adapt to projects and deadlines
Must be self-directed, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment.