Customer Operations Governance Lead

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

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