Back Office Fulfilment, Analyst

About the Role

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. We serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities.

Your Impact

We are looking for an experienced Operations Team Leader with a passion for fraud detection and investigation work to join our growing fraud operations team. You will join and support our US Deposits Back Office function.

Key Responsibilities

• Lead, manage, and supervise the day-to-day operations of a team of 15-18 representatives.
• Monitor and evaluate team performance, rewarding positive behaviors/performance and addressing issues as they arise.
• Train, provide direction, and enforce policies and standards to help staff achieve departmental goals.
• Establish schedules for team members.
• Assist with interviewing and selection of team members and serve as a role model/mentor.
• Conduct weekly one-on-ones, bi-monthly staff meetings, and on-the-spot coaching/feedback.
• Monitor and assign cases and work closely with QA teams to manage professional and personal development.
• Create and maintain an environment with an intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives and SLAs.
• Provide hands-on assistance to team members and serve as an escalation point for customer issues and complaints.
• Offer guidance to the management team on real-time operational performance and achieving service level targets.
• Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative processes and strategy.
• Assist in project planning and identification of issues by monitoring projects and delivering improvements/processes on time.
• Conduct Team Lead (TL) audits and evaluations for Calls and Casework, ensuring adherence to quality standards, operational procedures, and compliance requirements while providing actionable feedback and coaching.

Requirements & Tech Stack

• Microsoft Office (Word, Excel, PowerPoint)

Qualifications

• Bachelor’s degree.
• Minimum of 2 years’ customer service experience.
• Minimum of 2 years in supervisory experience for external candidates.
• Strong understanding of the customer service experience, KPI’s (AHT, QA, Adherence, SLAs) and process improvements.
• Must be self-directed, detail-oriented, driven, and able to work independently in a team-oriented and fast-paced environment with a positive attitude.
• Strong analytical skills.

Preferred Qualifications

• Leadership experience in a retail banking/Insurance environment.
• Customer Service experience.
• Project management experience.