At a Glance
- Tasks: Lead and motivate a team of Fraud specialists to deliver exceptional customer service.
- Company: Join Goldman Sachs, a global leader in investment banking and financial services.
- Benefits: Enjoy competitive salary, professional development, and a diverse workplace culture.
- Other info: Dynamic 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 40000 - 50000 £ 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!
What you’ll do:
- 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 to achieve this.
- 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, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
Marcus by Goldman Sachs, Fraud Investigations and Operations Team Leader, Analyst, Birmingham employer: Goldman Sachs
Goldman Sachs is an exceptional employer, offering a dynamic work environment in Birmingham where innovation meets customer service excellence. As a leader in the financial services sector, we prioritise employee growth through comprehensive training and development programmes, fostering a culture of collaboration and inclusivity. Our commitment to diversity, wellness, and personal finance initiatives ensures that every team member can thrive both professionally and personally, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Marcus by Goldman Sachs, Fraud Investigations and Operations Team Leader, 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 us insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your fraud knowledge. We should be ready to discuss specific fraud cases and how we handled them. Show them we know our stuff!
✨Tip Number 3
Practice our leadership skills! Since this role involves managing a team, let’s think of examples where we’ve motivated others or improved team performance. They want to see us in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re serious about joining the Goldman Sachs family.
We think you need these skills to ace Marcus by Goldman Sachs, Fraud Investigations and Operations Team Leader, Analyst, Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Fraud Investigations and Operations Team Leader role. Highlight your relevant experience in managing fraud operations and coaching teams, as this will show us you understand what we're looking for.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your analytical abilities and problem-solving skills. We want to see how you've tackled challenges in the past.
Be Authentic:Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your qualifications. Share your passion for customer service and team leadership!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Good luck!
How to prepare for a job interview at Goldman Sachs
✨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 discuss 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 talk about 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
Goldman Sachs places a strong emphasis on customer satisfaction. Prepare to share instances where you went above and beyond for customers or improved customer journeys. This will demonstrate your commitment to exceptional service, which is crucial for this position.
