At a Glance
- Tasks: Lead and motivate a team of Fraud specialists to deliver exceptional customer service.
- Company: Join Goldman Sachs, a leading global investment banking firm with a focus on innovation.
- Benefits: Enjoy competitive salary, healthcare, generous vacation, and wellness programs.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in fraud operations while developing your leadership skills.
- Qualifications: Experience in managing fraud teams and strong analytical skills required.
The predicted salary is between 50000 - 60000 £ per year.
OUR IMPACT
Across Asset 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 direct-to-consumer business provides digital solutions that help customers save and invest. 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.
Marcus by Goldman Sachs operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.
YOUR IMPACT
We’re looking for an experienced Fraud team leader who has a passion for delivering exceptional customer service to join our growing Fraud Operations team. If you are highly skilled at motivating and developing our fraud specialists, we’d love to hear from you!
- Leads, motivates and supervises the day-to-day operations of a team of Fraud specialists.
- Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
- Use data to understand specialist performance, identify trends and action plans to support improvements.
- Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
- Provide support and handle customer escalations when needed.
- Embed consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction.
- Provide hands-on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints.
- Collaborate & support peers to ensure consistency in leadership across all teams.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
- Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
- Ensure agent and team controls are managed daily, weekly, and monthly whilst proactively logging and escalating any new issues or risks.
Skills
- Previous experience of managing a Fraud Operations team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
- Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models.
- Ability to create a positive team working environment that supports the retention & development of great fraud specialists.
- Strong understanding of fraud typologies and proven track record in investigations.
- Ability to manage your own workload whilst balancing the needs of your team.
- Excellent analytical & problem-solving skills.
- Ability to think creatively and change approaches to deliver better outcomes.
- Ability to stay calm and focused whilst delivering on multiple priorities.
ABOUT GOLDMAN SACHS
At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world. We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally.
Benefits at Goldman Sachs
- Healthcare & Medical Insurance: We offer a wide range of health and welfare programs that vary depending on office location.
- Financial Wellness & Retirement: We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected.
- Health Services: We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP).
- Fitness: To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers.
- Child Care & Family Care: We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms.
Marcus by Goldman Sachs, Fraud Investigations and Operations Manager, Analyst, Birmingham employer: Goldman Sachs Bank AG
At Marcus by Goldman Sachs in Birmingham, we pride ourselves on being an exceptional employer that values our people and fosters a culture of growth and collaboration. Our commitment to employee development is reflected in our comprehensive training programs and wellness initiatives, ensuring that every team member has the opportunity to thrive both personally and professionally. With a focus on delivering outstanding customer service, our Fraud Operations team enjoys a supportive environment where innovation and teamwork are encouraged, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Marcus by Goldman Sachs, Fraud Investigations and Operations Manager, Analyst, Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Goldman Sachs, especially in the Fraud Operations team. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into fraud typologies and recent trends in financial services. Show us you’re not just a candidate, but someone who’s genuinely passionate about tackling fraud!
✨Tip Number 3
Practice your coaching skills! Think of scenarios where you’ve motivated a team or resolved conflicts. We want to see how you can lead and inspire our Fraud specialists to excel.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Goldman Sachs family!
We think you need these skills to ace Marcus by Goldman Sachs, Fraud Investigations and Operations Manager, Analyst, Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Fraud Investigations and Operations Manager role. Highlight your relevant experience in managing teams and your understanding of fraud typologies. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about fraud operations and how you can contribute to our team. Be sure to mention any specific achievements that demonstrate your ability to lead and motivate others.
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, make sure to highlight your analytical and problem-solving skills in your application. Share examples of how you've used data to drive improvements in previous roles – we love seeing those numbers!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Marcus by Goldman Sachs!
How to prepare for a job interview at Goldman Sachs Bank AG
✨Know Your Fraud Fundamentals
Make sure you brush up on your knowledge of fraud typologies and the latest trends in fraud investigations. Being able to discuss specific cases or examples will show that you’re not just familiar with the theory but also understand practical applications.
✨Showcase Your Leadership Skills
Prepare to talk about your experience in managing teams, especially in high-pressure environments. Think of examples where you motivated your team or resolved conflicts, as this role requires strong leadership and the ability to foster a positive working environment.
✨Data-Driven Decision Making
Since the role involves using data to improve performance, be ready to discuss how you've used analytics in past roles. Bring examples of how you identified trends and implemented action plans based on data insights to enhance team performance.
✨Customer-Centric Mindset
This position is all about exceptional customer service, so prepare to share your strategies for ensuring customer satisfaction. Think of specific instances where you went above and beyond to resolve customer issues or improve their journey.
