Operations Oversight Associate – Call Centre Governance

Goldman Sachs; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

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

Reporting to the Head of Delivery, you will oversee the contact centre experience, ensure frameworks are in place, escalate risks, and drive enhancements to

Qualifications

• 3+ years of relevant industry experience across retail banking.
• Excellent interpersonal, organizational, 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.

Responsibilities

• 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.
• Provide oversight and governance of the contact centre experience and ensure 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, guiding the call centre manager to resolve issues promptly.
• 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.

Skills

Interpersonal skills

Organizational skills

Verbal communication

Written communication

Stakeholder management

Time management

Adaptability

Learning mindset

Education

Bachelor’s degree

Job description

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

Reporting to the Head of Delivery, you will oversee the contact centre experience, ensure frameworks are in place, escalate risks, and drive enhancements to