Digital Finance - Customer Support Team Leader - London

UK-London
Job ID
2017-40624
Schedule Type
Full Time
Level
Associate
Function(s)
Consumer Banking
EMEA
Division
Consumer and Commercial Banking Division
Management
Employment Type
Employee

MORE ABOUT THIS JOB

Consumer and Commercial Banking (CCBD)

 

Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.

 

Digital Finance

 

Digital Finance, a subdivision of CCBD, is composed of the firm’s digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm’s first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 147-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.

 

 

RESPONSIBILITIES AND QUALIFICATIONS

YOUR IMPACT 

 

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?  We’re looking for a customer service operations’ professional to join our customer support team who wants to use their skills and ideas to create and lead new processes and teams.

 

 

OUR IMPACT 

 

Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

 

Job Summary & Responsibilities

  • Leads, manages and supervises the day-to-day operations of a team of customer support agents
  • Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
  • Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
  • Serves as a SME and coach for sound retail deposit practices
  • Provides incoming call coverage when needed
  • Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
  • Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
  • Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
  • Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
  • Responsible for conducting internal quality audits/monitors of customer support team and assists with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
  • Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
  • Conducts/participates in calibration session to ensure proper scoring across team members
  • Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
  • Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
  • Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
  • Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
  • Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
  • Offers 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 

Skills

  • Proven ability to lead by example, with a positive attitude
  • Ability to lead teams and drive performance standards
  • Good interpersonal skills
  • Good analytical and problem-solving skills
  • Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
  • Strong customer focus and a good telephone manner
  • Ability to lead teams and drive performance standards
  • Good leadership skills and the ability to motivate and develop staff
  • A desire to help others work towards targets and develop their skills
  • Ability to manage change 

Basic Qualifications

  • Minimum of 3 years within customer services environment
  • Some product knowledge across Banking and Savings within retail banking

Preferred Qualifications

  • Customer service management experience
  • Degree/Diploma

 

 


 

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.