- Lead, motivate & develop a team 12 – 15 primarily hybrid Specialist Fraud Agents.
- Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
- Use data to understand agent level performance, identify trends and action plans to support improvements.
- Write & deliver performance appraisals setting goals for the year ahead aligning with business objectives.
- Leverage multiple data sources to design, develop and implement fraud prevention strategies.
- Maintain day-to-day fraud procedures and controls, working with management team and customer support agents.
- Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required.
- Review established detection system-generated alerts to identify fraudulent activity.
- Collaborate & support peers to ensure consistency in leadership across all front-line teams.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well-managed into the area.
- Investigate potential sources of fraud.
- Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
- Previous experience of directly managing a Fraud Investigations team.
- 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 customer service agents.
- 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.
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Marcus by - Birmingham, United Kingdom - Goldman Sachs
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 Investigations Team Manager to lead our growing team of Fraud Specialists. If you are highly skilled at leading, motivating & developing a front-line specialist teams, we'd love to hear from you
What you'll do:
What we're looking for:
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 /careers.
We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
