Marcus by Goldman Sachs, Fraud Team Manager, Analyst, Birmingham

at  Goldman Sachs

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.

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:

• Lead, motivate & develop a team 10-12 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.

What we’re looking for:

• 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.

• Lead, motivate & develop a team 10-12 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