WEALTH MANAGEMENT
Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for customers to better spend, borrow, invest, and save. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design.
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 leaders play a vital role in upholding the three customer support principles risk management, process innovation and customer focus. You will join and support our US Deposits Fraud Operations team.
JOB SUMMARY & RESPONSIBILITIES
- Manage the day-to-day activities of a Fraud Operations team.
- Lead, manage and supervise the day-to-day operations of a team of 12-15 representatives.
- Provide direction to the team on productivity and SLAs, problem solving, setting timelines and next steps.
- Provide individual coaching, mentoring, and feedback to the team on a regular basis.
- Educate Fraud Investigators on identification and prevention of fraudulent activity.
- Manage significant caseload and utilize the company investigation system.
- Open and prepare cases and follow all documented procedures to ensure proper cases detail is completed.
- Review existing operational processes and identify opportunities for continuous improvement.
- Review developing cases, identify and analyze points of compromise, and communicate potential risk to Fraud leadership.
- Coordinate the investigation of any fraud issue with the appropriate Stakeholders as appropriate.
- Communicate professionally with customers, merchants, financial institutions and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred.
- Conduct training, monitor quality and quantity of case work and provide feedback on performance.
BASIC QUALIFICATIONS
- Proven ability to lead by example, with a positive attitude.
- Ability to lead teams and drive performance standards.
- Good interpersonal skills
- 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.
- Strong customer focus
- Ability to lead teams, juggle across various workstreams and drive performance standards.
- Good leadership skills and the ability to motivate and develop staff.
- Ability to manage and drive a culture of continuous improvement.
- Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner.
- Ability to research and make appropriate decision regarding complex cases.
- 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.
- Bachelor's Degree or equivalent combination of education and fraud experience
- Minimum of 3-5 years of experience in financial services or related industries
- Minimum of 1-3 years of people management experience with a proven track record of strong leadership skills
