Senior Customer Operations Lead, Dublin

Candidate Experience Site - Lateral; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Goldman Sachs is seeking a senior operational leader to oversee customer operations across our centralised call centre and support teams in Ireland. This role focuses on service delivery performance, complaints oversight, customer outcomes, and regulatory compliance while driving continuous improvement.

Key responsibilities include stabilising operations, building strong stakeholder relationships, and leading change initiatives to ensure fair customer outcomes and robust risk controls within a

Qualifications

• 3+ years' experience in retail banking customer operations, servicing, complaints management, contact centre leadership or operational oversight environments.
• Experience overseeing customer operations and service delivery functions.
• Strong understanding of customer outcomes, conduct risk and operational controls within financial services.
• Experience handling complex customer escalations and complaint investigations.
• Understanding of Consumer Protection Code requirements and complaints handling obligations within the Irish financial services sector.
• Proven ability to analyse operational performance data and drive service improvements.
• Strong stakeholder management skills with the ability to influence and challenge constructively across multiple teams.
• Excellent communication, organisational and problem‑solving skills.
• Ability to operate effectively in a fast‑paced and evolving environment.
• Experience working with outsourced, offshore or cross‑border operational teams.
• Experience supporting operational change, business transformation or new product implementation initiatives.

Responsibilities

• Act as the primary support to the Head of Delivery, providing day-to-day oversight of customer operations and service delivery.
• Monitor operational performance against agreed service levels and customer outcome measures, identifying emerging risks, trends and areas requiring management action.
• Build strong relationships with operational leaders to ensure service delivery expectations are achieved and customer needs remain at the forefront of decision making.
• Provide oversight and constructive challenge across customer servicing activities to support the delivery of fair customer outcomes.
• Act as a senior escalation point for complex customer issues and complaints, supporting timely and appropriate resolution.
• Review complaint investigations and remediation proposals to ensure outcomes are fair, consistent and customer-focused.
• Identify opportunities to improve customer journeys, operational processes and servicing practices.
• Lead operational readiness activities for new products, regulatory developments, business initiatives and change programmes.
• Produce and present management information relating to service delivery, complaints, customer outcomes, operational risk and business performance.
• Support risk and control activities including issue management, root cause analysis, control monitoring and remediation tracking.
• Review and approve customer communications, servicing procedures and operational guidance.

Skills

Operations leadership

Stakeholder management

Performance analysis

Communication

Problem solving

Education

QFA Qualification

Bachelor's degree

Job description

Goldman Sachs is seeking a senior operational leader to oversee customer operations across our centralised call centre and support teams in Ireland. This role focuses on service delivery performance, complaints oversight, customer outcomes, and regulatory compliance while driving continuous improvement.

Key responsibilities include stabilising operations, building strong stakeholder relationships, and leading change initiatives to ensure fair customer outcomes and robust risk controls within a