Senior Customer Operations Lead – Financial Services

Goldman Sachs Group, Inc.; Dublin; On-site; EUR 120,000 - 170,000; Full time

Job summary

Goldman Sachs seeks a senior operations leader to oversee end-to-end customer operations within our UK-based operating model, focusing on service delivery, outcomes, risk and control activities in a fast-paced financial services environment.

The role reports to the Head of Delivery and collaborates with Operations, Compliance, Risk and Change teams to ensure high-quality customer service and continuous improvement.

Qualifications

• 3+ years' experience in retail banking customer operations, servicing, complaints management, contact centre leadership or operational oversight environments.
• Demonstrated 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.

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 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.

Job description

Goldman Sachs seeks a senior operations leader to oversee end-to-end customer operations within our UK-based operating model, focusing on service delivery, outcomes, risk and control activities in a fast-paced financial services environment.

The role reports to the Head of Delivery and collaborates with Operations, Compliance, Risk and Change teams to ensure high-quality customer service and continuous improvement.