Direct to Consumer - Bengaluru- Call Monitoring - Risk Governance

Role Overview: You will be a part of the Wealth Management division at Goldman Sachs, where you will play a crucial role in empowering clients worldwide to achieve their financial goals. The focus will be on providing financial planning, investment management, banking services, and comprehensive advice to a diverse clientele, including high net worth individuals, family offices, foundations, corporations, and their employees. Additionally, you will contribute to the growth of the business by prioritizing people, clients, and cutting-edge technology, data, and design. Key Responsibilities: - Become an expert on policies and procedures for all the lines of business you are supporting. - Conduct internal quality and compliance audits on phone calls and case work completed by operations teams. - Offer professional coaching and feedback to help enhance the performance of individuals you evaluate. - Analyze data from audits/monitoring activities and assist in developing corrective action plans, training tips, and team communication to enhance overall quality results. - Participate in calibration sessions to ensure consistent scoring across team members. - Lead meetings with management and other stakeholders to discuss findings and recommendations for training improvements. Qualifications Required: Internal Candidates: - Minimum tenure of 12 months in the role. - Consistent track record of above-average call metrics, including ACW, AHT, adherence, calls per day, and quality & compliance scores. - Self-management skills and motivation. - Resilience and adaptability to navigate through various business changes. - Quick grasping of policies and procedures. - Ability to positively influence team culture and effectiveness. - Proficiency in providing coaching and feedback in a clear and constructive manner. - Managing multiple projects simultaneously and meeting strict deadlines. - Basic Microsoft Office skills. External Candidates: - At least 3.5 years of experience in call and case monitoring. - Capability to handle multiple projects and meet stringent deadlines. - Knowledge of current banking regulations, policies, and procedures. - Self-management abilities and motivation. - Resilience to lead through business changes. - Quick understanding of policies and procedures. - Positive impact on team culture and effectiveness. - Experience in providing coaching and feedback in a 1:1 setting. - Intermediate knowledge of Excel. (Note: Additional details about the company were not explicitly provided in the job description.),