Digital Operations - US Deposits Back Office-Analyst

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

Job summary

Goldman Sachs in Bengaluru seeks an experienced Operations Team Leader to lead a 15-18 person customer support team, driving service excellence and policy adherence while maintaining high customer satisfaction.

The role requires strong people management, coaching, and a track record of achieving operational targets in a fast-paced environment. Join a dynamic, customer-focused operations group.

Qualifications

• Minimum of 3 years management experience within customer service environment.
• Experience leading customer support or operations teams.
• Strong people management skills and focus on service quality.

Responsibilities

• 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 any issues as they arise.
• Train, provide direction and enforce policies and standards to help the team achieve departmental goals and objectives.
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives.
• Conduct weekly one-on-ones and bi-monthly staff meetings, as well as on-the-spot coaching/feedback.
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members.
• 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 improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others

Skills

People management

Customer focus

Leadership by example

Performance management

Coaching and mentoring

Team collaboration

Analytical problem solving

Communication

Adaptability

Job description

Job Summary

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

Responsibilities

• 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 any issues as they arise
• Train, provide direction and enforce policies and standards to help the team achieve departmental goals and objectives
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching/feedback
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• 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 improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others

Skills

• Proven ability to lead by example, with a positive attitude
• Ability to lead teams and drive performance standards
• Good interpersonal skills and strong customer focus
• Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
• Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills
• Ability to lead teams, juggle across various workstreams and drive performance standards
• Good leadership skills and the ability to motivate and develop staff
• Must be self‑directed, detail oriented, positive attitude, driven, able to work independently in a team‑oriented and fast paced environment with a passion to deliver exceptional service to customers

Basic Qualifications

• Minimum of 3 years management experience within customer service environment

Preferred Qualifications

• Experience in a retail banking environment/Insurance environment
• Deposit Back Office experience