Asset & Wealth Management, Customer Operations Manager, Associate, Dublin

Goldman Sachs; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Goldman Sachs is seeking an Operations Oversight Associate to support governance, oversight and performance monitoring of the centralised call centre and support teams. You will monitor operational performance, identify risks and improvements, and provide management information and governance to ensure positive customer outcomes.

Reporting to the Head of Delivery, you will oversee contact centre experiences, sign off on policies, and act as a senior escalation point for complaints, while also

Qualifications

• 3+ years of relevant industry experience across retail banking.
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Responsibilities

• Support the Delivery centre to operate effectively and align with objectives.
• Provide oversight and governance of contact centre experience and ensure frameworks support outcomes.
• Monitor and report on performance against SLAs, escalate risks.
• Identify process improvements to enhance customer journeys and efficiency.
• Provide governance for complex escalations and guidance to call centre manager.
• Review and approve processes, policies, and talking points.
• Be senior escalation point for complaints.
• Lead or contribute to projects as directed by management.

Skills

Governance oversight

Operational reporting

Stakeholder management

Communication skills

Multi-tasking

Problem solving

Education

Bachelor’s degree

Job description

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, organisational, 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 priorities
• Enjoys working in a fast-paced, changing, start-up environment
• Bachelor’s degree preferred

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 GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

© The Goldman Sachs Group, Inc., 2026. All rights reserved.

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.