Marcus by Goldman Sachs, Fraud Investigations and Operations Manager, Analyst, Birmingham

OUR IMPACT
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
As the online consumer banking business of Goldman Sachs Marcus operates as a digital bank providingonline savings products directly to individual consumers. Marcus combines Goldman Sachs over 150 years of expertise with intuitive digital experiences focusing on value transparency and simplicity for its millions of customers.

YOUR IMPACT
Were looking for an experienced Fraud team leader who has a passion for delivering exceptional customer service to join our growing Fraud Operations team. If you are highly skilled at motivating and developing our fraud specialists wed love to hear from you!

What youll do:

• Leads motivates and supervises the day-to-day operations of a team of Fraud specialists.
• Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
• Use data to understand specialist performance identify trends and action plans to support improvements.
• Identify opportunities to improve customer journeys actively encouraging your team to do the same.
• Provide support and handle customer escalations when needed.
• Embed consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction professional customer support balanced with consistent achievement of standard business objectives.
• Provide hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints.
• Collaborate & support peers to ensure consistency in leadership across all teams.
• Work with broader business partners to ensure resource requirements are met schedules are adhered to and changes are well managed into the area.
• Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
• Ensure agent and team controls are managed daily weekly and monthly whilst proactively logging and escalating any new issues or risks.

Skills

• Previous experience of managing a Fraud Operations team preferably in Financial Services/Retail Banking or other customer facing regulated environment.
• Demonstrable experience in coaching teams to achieve expected KPIs using recognised coaching models to achieve this.
• Ability to create a positive team working environment that supports the retention & development of great fraud specialists.
• Strong understanding of fraud typologies and proven track record in investigations.
• Ability to manage your own workload whilst balancing the needs of your team.
• Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focused whilst delivering on multiple priorities.

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. Were 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 committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: The Goldman Sachs Group Inc. 2025. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race colour religion sex national origin age veterans status disability or any other characteristic protected by applicable law.