Marcus by Goldman Sachs, Fraud Investigations Operations Manager, Associate, Birmingham

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Job description

Wealth Management

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

The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Your Impact

We're looking for an experienced Fraud Associate to lead our growing team of Fraud Managers. If you are highly skilled at leading, motivating & developing front-line specialist teams, we'd love to hear from you!
What you'll do:

• Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
• Maintain day-to-day fraud procedures and controls, working with management team and customer support agents.
• Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well-managed in the area.
• Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
• Ensure agents and team controls are managed daily, weekly and monthly whilst pro-actively logging and escalating any new issues or risks.
• Review developing cases, identify and analyze points of compromise, and communicate potential risk to Fraud leadership
• Maintain knowledge of latest industry trends and best-practices
• Collaborate with Fraud Strategy, Fraud Governance, and Fraud Operations and other teams to resolve escalated issues, identify areas of opportunity and make recommendations
• Drive operational optimization by improving systems capabilities, and by training and developing the teams' technical skills
• Determine action required based on established procedures and work with supervisor to handle more complex cases and place appropriate hold on accounts deemed to have fraudulent activity.
• Communicate professionally with customers, merchants, financial institutions and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred

What we're looking for:

• Previous experience of directly managing a Fraud Investigations team.
• Excellent communication skills, able to set clear performance goals and inspire direct reports to achieve these.
• Strong understanding of contact centre metrics and proven track record of achieving these.
• Ability to manage your own workload whilst balancing the needs of the customers and your team.
• Excellent analytical & critical thinking skills. Ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focussed whilst delivering on multiple priorities.
• Proven track record of strong leadership skills, experience leading a team required
• Excellent verbal, written and presentation communication skills across a wide array of stakeholders across the firm.
• Experience in working with Risk Management, Compliance and Audit partners and occasionally interacting directly with external regulatory agency personnel.
• Ability to analyse data for patterns and trends and to take findings and communicate them in an effective manner
• Detailed-oriented and organised
• Time management skills and ability to work under pressure with autonomy

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. Learn more about our culture, benefits, and people at
We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:
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