Digital Operations-Back Office Fulfilment-Analyst

Goldman Sachs; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Marcus by Goldman Sachs in Hyderabad seeks an experienced Operations Team Leader with a passion for fraud detection and investigation to lead a 15–18 member team in a high-volume customer support environment.

You will monitor performance, conduct weekly one-on-ones, coach staff, enforce policies, manage schedules, and work with QA to uphold quality and SLAs while delivering secure, customer-focused service.

Qualifications

• Bachelor's degree in a related field.
• Minimum of 2 years customer service experience.
• Minimum of 2 years in supervisory experience for external candidates.
• Strong understanding of KPIs (AHT, QA, Adherence, SLAs) and process improvements.
• Self-directed, detail oriented, and able to work independently in a fast-paced environment.

Responsibilities

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives.
• Monitor and evaluate performance, provide coaching and address issues.
• Train staff, enforce policies, and set schedules.
• Assist with interviewing and selection, mentor the team.
• Conduct regular one-on-ones and team meetings, ensure QA alignment.
• Maintain customer satisfaction while meeting SLAs and business goals.
• Provide escalation support and drive process improvements.

Skills

Customer service leadership

Supervisory experience

Analytical skills

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Marcus by Goldman Sachs

The firm s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency, and simplicity.

Your Impact

We are looking for an experienced Operations Team Leader, who has a passion for fraud detection and investigation work, to join our growing fraud operations team. If you work in risk operations environment, and have strong people management skills, we want to hear from you.

Our Impact

Our division provides critical operational functions to ensure our customers can manage their accounts with us easily and securely. From day one, our customer support leaders play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our US Deposits Back Office function.

Job Summary

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives
• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
• Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
• Establish schedules for team members
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
• Monitor and assign cases and work closely with the QA teams to manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives and SLAs
• Provide hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints
• Offer guidance to the management team in such areas as real-time operational performance, ensuring that service level targets are achieved as set by the business
• Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative processes and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
• Conduct Team Lead (TL) audits and evaluations for Calls and Casework, ensuring adherence to quality standards, operational procedures, and compliance requirements while providing actionable feedback and coaching.

Basic Qualifications

• Bachelor s degree
• Minimum of 2 years customer service experience
• Minimum of 2 years in supervisory experience for external candidates
• Strong understanding of the customer service experience, KPI s (AHT, QA, Adherence, SLA s) and process improvements
• Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude
• Strong analytical skills
• Experience with Microsoft Office (Word, Excel, PowerPoint)

Preferred Qualifications

• Leadership experience in a retail banking/Insurance environment
• Customer Service experience
• Project management experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.