ASSET MANAGEMENT

　　Bringing together traditional and alternative investments, we provide clients around the world with a dedicated partnership and focus on long-term performance. As the firm's primary investment area, we provide investment and advisory services for some of the world's leading pension plans, sovereign wealth funds, insurance companies, endowments, foundations, financial advisors and individuals, for which we oversee more than $2 trillion in assets under supervision. Working in a culture that values integrity and transparency, you will be part of a diverse team that is passionate about our craft, our clients, and building sustainable success. We are:

　　Investors, spanning traditional and alternative markets offering products and services Advisors, understanding our clients' priorities and poised to help provide investment advice and strategies that make sense for their portfolios Thought Leaders, providing timely insights across macro and secular themes to help inform our clients' investment decisions Innovators, using our suite of digital solutions to help our clients address complex challenges and meet their financial goals

　　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 are looking for an experienced Workforce Manager that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong workforce management skills, we want to hear from you.

　　OUR IMPACT

　　Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our UK Deposits function in Bengaluru.

　　JOB SUMMARY & RESPONSIBILITIES

　　Lead and manage the workforce team of specialists, creating an in depth understanding of the day-to-day responsibilities of the workforce team Create daily, weekly & monthly forecasts of contact volumes. Sharing reports across multiple channels based on historical trends, events, and business growth objectives Conduct regular forecasting and planning reviews to ensure staffing requirements meet business demands, particularly during peak periods Responsible for accurately forecasting day to day Customer Support staffing needs and coordinating schedules to meet Customer Support Operations performance metrics; including Inbound telephony and all back-office workflows Analyzing all factors within the call centre to produce reports for senior management that highlight trends and anticipate issues Responsible for the day to day running of the contact centre Service Levels, alongside Team Leaders, including agent adherence and workflow optimizations Overall responsibility for agent scheduling, including holiday requests and overtime management to ensure full coverage across the delivery team To support with ensuring service level targets are achieved in line with business objectives Trains and coaches team members, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives Conducts weekly one-on-ones and regular team meetings as well as on-the-spot coaching / feedback Leads and drives a collaborative culture within the team to support quality, performance, and development opportunities

　　SKILLS

　　A sound understanding of WFM models including forecasting and risk management. Proven ability to lead by example, with a positive and proactive attitude Ability to lead teams, drive performance standards and motivate staff Excellent business analytical skills Excellent interpersonal, organizational and communication skills Experience of managing information in a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions Ability to review and interpret data and make recommendations to drive business performance and improve operational efficiency around staffing and headcount. Exceptional stakeholder management A desire to help others work towards targets and develop their skills Ability to manage and drive a culture of continuous improvement Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers Is adaptable, high-energy levels and desire to help others

　　BASIC QUALIFICATIONS

　　Minimum of 2 years' experience leading workforce management team within a contact centre. Understanding of Business Intelligence reporting and KPIs Proficient in workforce management applications and software Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials

　　PREFERRED QUALIFICATIONS

　　Experience in a retail banking environment Bachelor's degree in Business, or a related field

　　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