Quality Assurance Team Leader, Online Deposits – Richardson, TX
MORE ABOUT THIS JOB Consumer and Commercial Banking (CCBD)
Consumer and Commercial Banking brings innovative solutions to traditional banking activities. We are a global team of lenders, investors, risk managers, skilled marketers, web experts and banking specialists. We provide a suite of solutions to help our customers meet their personal financial goals. We make direct investments in, and risk manage, a portfolio of corporate loans and securities. And we help transform distressed communities through investments and loans of private capital.
Digital Finance Description
Digital Finance, a subdivision of CCBD, is composed of the firm’s digitally-led consumer businesses which include the global online consumer deposits business and the US online consumer lending business, the firm’s first-ever direct-to-consumer platform built from the ground up. Digital Finance combines the strength and heritage of a 147-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. This unique dynamic allows us to help our customers achieve financial progress through customizable solutions that are grounded in value, transparency and simplicity.
RESPONSIBILITIES AND QUALIFICATIONS Responsibilities
Lead, manage and supervise the day-to-day operations of a team of performance coaches Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate; address performance and behavioral issues as they arise Train, provide direction, and enforce policies and standards to help the staff achieve departmental goals and objectives Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others Conduct one-on-ones and staff meeting as well as on-the-spot coaching / feedback Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives Provide hands-on assistance to team members while serving as an liaison for other partners in the firm Offer guidance to the management team in such areas as real time quality trending/analysis, operational performance, ensuring that service level targets are achieved as set by the business Recommend improvements in business processes Assists in project planning and identification of issues by monitoring results and delivering the improvement/process on time Facilitates calibrations to ensure leadership team is aligned on quality expectations and regulation impacts Employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls Development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results
Strong understanding of customer service experience and quality processes Must be self-directed, detail oriented, driven, able to work independently in a team-oriented and fast paced environment Proven ability to lead by example and drive performance standards with a positive attitude Good leadership skills and the ability to motivate and develop staff Good interpersonal skills Good analytical and problem-solving skills A desire to help others work towards targets and develop their skills Ability to manage change
Minimum of 3 years within customer services environment Some product knowledge across Banking and Savings within retail banking
Customer service management experience Degree/Diploma
ABOUT GOLDMAN SACHS The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.
© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.