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 robust 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 & 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 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 cases and work closely with the QA teams to closely 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
• Provide hands-on assistance to team members while serving as an escalation point for the operation's 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

📌 Asset & Wealth management - Marcus Delivery - US Deposits Delivery - Analyst -Bengaluru
🏢 Goldman Sachs
📍 Bengaluru