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Asset & Wealth Management Operations - US Deposits Front Line Chat Operations - Associate - Bengaluru

  • Job
    Full-time
    Senior Level
  • People, HR & Administration
    Banking & Finance

AI generated summary

  • You need a bachelor’s degree, 5+ years in banking/contact center operations, 3-5 years in leadership, excellent communication skills, and proficiency in Microsoft Office.
  • You will lead chat operations, drive performance metrics, manage escalations, guide team growth, collaborate across functions, and ensure optimal resource utilization in a 24/7 environment.

Requirements

  • Bachelor’s degree
  • Strategic vision with the ability to execute
  • Demonstrated leadership presence and maturity
  • Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
  • Excellent written and verbal communication skills
  • Executive-level presentation skills
  • Ability to handle high-level client interactions and/or escalations
  • Strong interpersonal, relationship-building, and negotiating skills
  • High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint
  • Minimum of 5 years of banking or contact center operation experience
  • Minimum of 3-5 years supervisory experience and managing other leaders
  • Ability to learn quickly and adapt to projects and deadlines
  • Must be self-directed, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

Responsibilities

  • Oversee a high-performing operation teams to achieve business goals in chat process and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams.
  • Responsible for measuring, tracking, and driving continuous improvement of key metrics (chat quality, productivity, and schedule adherence) with teams. Identifies risks and manages difficult escalations.
  • Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
  • Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
  • Offer guidance to the management team in such areas as real time operational performance, ensuring that chat service level targets are achieved as set by the business.
  • Driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.
  • Assist with interviewing and selection of team members as necessary and serve as a role model/mentor to your team and others.
  • Lead and assist in other aspects of operations, assisting your team and your managers towards success.
  • Flexible for shift work as this is 24/7 process with 5 days per week, with the evolution of expanding these hours sometime in the future.
  • Identification of industry trends and developments related to customer service to implement best practice in customer care.
  • Execution of escalation requests to the relevant team or senior management as required in a timely manner.

FAQs

What qualifications are required for this position?

A Bachelor’s degree is required, along with a minimum of 5 years of banking or contact center operation experience and 3-5 years of supervisory experience.

Is previous experience in operations necessary?

Yes, candidates should have a minimum of 5 years of banking or contact center operation experience.

What are the key responsibilities of this role?

Key responsibilities include overseeing high-performing operation teams, measuring and driving continuous improvement of key metrics, managing risk, collaborating with other areas, and driving process improvements.

Will there be opportunities for professional development?

Yes, the role involves providing leadership, coaching, and professional development to direct reports and their teams.

What skills are essential for success in this role?

Essential skills include excellent written and verbal communication, relationship-building, negotiating skills, and high-level proficiency with Microsoft Office.

Is shift work required for this position?

Yes, this is a 24/7 process role with flexible shift work required, including the potential for expanding hours in the future.

How important is leadership experience for this position?

Leadership experience is crucial; a minimum of 3-5 years managing other leaders is required.

Does Goldman Sachs offer support for candidates with disabilities?

Yes, Goldman Sachs is committed to finding reasonable accommodations for candidates with special needs or disabilities during the recruiting process.

What is the focus of the operations team in this role?

The operations team focuses on achieving business goals in the chat process while ensuring a world-class customer experience.

Are collaboration and stakeholder engagement part of the job responsibilities?

Yes, the role involves collaboration with multiple stakeholders to resolve potential issues impacting customer experience and business continuity.

Finance
Industry
10,001+
Employees
1869
Founded Year

Mission & Purpose

Goldman Sachs is a global investment banking, securities, and investment management firm. They offer a range of financial services to corporations, financial institutions, governments, and individuals. Goldman Sachs' primary activities include investment banking, asset management, securities trading, and providing advisory services. Their ultimate mission is to be a leading global financial institution, providing superior financial expertise and solutions to their clients. The purpose of Goldman Sachs is to help their clients achieve their financial goals, manage risk, and navigate complex markets. They aim to drive economic growth, foster innovation, and create long-term value for their clients, shareholders, and the communities they operate in. Goldman Sachs is committed to upholding the highest standards of integrity, professionalism, and client service, serving as a trusted partner and advisor in the world of finance.

Culture & Values

  • Partnership

    We prioritize collaboration and believe in the strength of the collective, creating a culture that fosters teamwork and belonging in the pursuit of professional and personal growth.

  • Client Service

    We lead with a service mindset, working to earn our clients’ trust and exceed their expectations by understanding and overdelivering on their goals.

  • Integrity

    We hold ourselves accountable to the highest ethical standards, insisting on transparency and vigilance from our people as we learn from our experiences and make decisions that instill a sense of pride in our firm.

  • Excellence

    We aspire to nothing less than excellence, striving for exceptional performance and superior results for our clients, our shareholders, and our communities.

Benefits

  • Holiday and Vacation Policies

    We offer competitive vacation policies based on employee level and office location. This is in addition to any number of statutory and public holidays as determined by each office. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

  • Financial Wellness & Retirement

    The firm provides a number of resources and offerings designed to help our employees achieve their personal financial goals. 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. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities — from buying a home, to navigating market volatility and investments, legacy and estate planning, tax strategies, and will preparation.

  • 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). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

  • Childcare / Family Care

    In some offices, 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. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

  • Flexible Working

    Based on manager approval, the following arrangements may be available to help employees meet their personal and family responsibilities: part-time schedules, job sharing, telecommuting, and alternate hours.