Job Description

WEALTH MANAGEMENT 

Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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.

OPERATIONS 

Operations is a dynamic, multi-faceted function that partners with all parts of the firm to provide banking, securities, and asset management services to clients around the world. In addition, Operations provides essential risk management and controls to preserve and enhance the firm's assets and its reputation. For every new product launched and every trade executed, it is Operations that develops and manages the processes and controls that enable business flow.

YOUR IMPACT

we’re looking for a VP to lead our Fraud Operations team within the Marcus division. 

As part of this role you will be responsible for day-to-day management of Fraud Detections and Investigations including regulatory adherence, service levels, quality and customer experience results. The role will involve working closely with Fraud Strategy, Intelligence, Operations, Technology, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency and ensure positive customer experience. The role entails the following responsibilities:

• Providing day to day oversight to global fraud contact center and back-office teams across procedures, training and staffing processes 
• Spearhead bank to bank interaction, recovery efforts and collaboration on fraud events
• Identifying improvement opportunities, optimizing processes, guidelines and driving QA enhancements 
• Developing dashboards and control reports to support the management of the business
• Collaborating with partners to implement process and controls
• Liaising with strategy teams to identify trends and opportunities for process improvements
• Working effectively with relevant stakeholders to ensure compliance and regulatory requirements are met at all times

JOB SUMMARY & RESPONSIBILITIES

• Lead a team of fraud contact center and back-office analysts, team leaders, and specialists
• Manage operational responsibilities including SLAs and productivity targets 
• Drive excellent decision quality across teams to meet QA targets
• Ensure strong operational controls are in place to support existing and new products
• Use a data-driven approach to manage day-to-day operations at scale
• Research and remain current on the latest industry fraud and disputes trends and recommend tools, services, and practices for improvement
• Identify and develop process improvements/automation to maximize operational efficiency 
• Manage team members with training and development

BASIC QUALIFICATIONS

• At least 10-15 years of relevant industry experience, with a strong understanding of fraud trends and typologies with a proven track record of leveraging industry trend and best practices to drive fraud risk mitigation initiatives
• Must have expert level knowledge in compliance requirements with regards to Reg E, Reg CC, UCC4, Reg D
• Well versed in operations management with a focus in Fraud/ Disputes domains
• Experience with managing internal and external audits, working collaboratively with multiple stakeholders
• Strong communication skills with experience managing executive level communications
• Extensive understanding of the customer service experience
• Superior project and process management skills, organizational skills and attention to detail
• Proactive, flexible and ability to multi-task 

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 GS.com/careers. 

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

© The Goldman Sachs Group, Inc., 2024. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer

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