Marcus by Goldman Sachs, Fraud Investigations and Operations Team Leader, Analyst, Birmingham

experiences, focusing on value, transparency, and simplicity for its millions of customers.

What you’ll 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 operation's 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 KPI's 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. 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: © 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.

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