Job Description

GLOBAL BANKING & MARKETS

We make markets in and clear client transactions on major stock, options and futures exchanges worldwide. Through our global sales force, we maintain relationships with our clients, receiving orders and distributing investment research, trading ideas, market information and analysis.

OPERATIONS

Operations is a dynamic, multi-faceted division 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.

OUR IMPACT (TXB OPERATIONS)

Transaction Banking (TxB) is building a modern, digital-first treasury and cash management business for our corporate clients. TxB Operations provides the essential risk management and controls architecture that underpins every product launch and client transaction—partnering closely with Product, Engineering, Digital, Risk, Legal and Compliance to enable straight-through, resilient processing and an exceptional client experience. TxB’s product set includes Deposits, Escrow, Virtual Integrated Accounts, and Global Payments capabilities across major rails (e.g., SWIFT, FPS, SEPA), with cut-off times and operating windows coordinated across global hubs.

YOUR IMPACT

You will manage Client Servicing team in Bengaluru, orchestrating a global operating model that ties together teams across APAC, EMEA and the Americas. You’ll be accountable for client servicing excellence, operational risk and control effectiveness, incident/crisis management, and regulatory readiness—while cultivating strong, trust-based relationships with strategic clients (Financial Institutions and Corporate Clients) and internal partners.

RESPONSIBILITIES

Manage the Client Servicing team in Bengaluru TxB Operations hub in a global model:
- Own day-to-day operations performance, capacity planning, and resiliency across time zones; coordinate with Engineering and Product to anticipate/resolve production incidents using agreed severity classifications and monthly incident review cadences.
- Drive client service outcomes and case lifecycle quality (e.g., resolution completeness, case hygiene), aligning to TxB Servicing standards and complaint escalation procedures.

Champion client relationship management:
- Serve as executive point of contact for escalations with strategic clients; lead joint problem solving with Coverage, Product, Compliance and Risk, ensuring transparent communications and timely follow-through.
- Promote voice-of-client disciplines and measurable pillars of excellence across onboarding, service accessibility and resolution speed.

Embed risk management and controls:
- Ensure adherence to the Firmwide Standard for Operational Risk Event Reporting and keep events updated as new information emerges.
- Maintain robust first-line (1LoD) controls, maker-checker workflows and supervisory oversight consistent with TxB Operations controls and ServiceNow case processing.
- Uphold TxB Conduct Program focus areas and local governance/escalation pathways.

Deliver operational excellence & transformation:
- Partner with Product and Engineering to scale STP, reduce repairs/returns, and meet service-level objectives; track and communicate KPIs such as client resolution time, STP rates, and sanctions/fraud hold rates.
- Contribute to TxB’s multi-year roadmap in payments and receivables, automation and monitoring, and client self-service capabilities.

QUALIFICATIONS

• 12–15+ years of experience in transaction banking, payments operations or treasury services, including global team leadership across time zones.
• Proven track record managing client-facing operations in leading financial institutions with exposure towards managing global relationships for payment rails and account platforms (e.g., SWIFT, FPS, SEPA; physical & virtual accounts) and coordinating cut-off schedules/operating calendars.
• Deep expertise in operational risk, incident management, and first-line controls (maker-checker, supervisory checks, case management) with demonstrated use of firm standards for event reporting.
• Excellent stakeholder management with Product, Engineering, Coverage, Risk, Compliance and Legal; adept at leading multi-party problem solving under time pressure.
• Strong client relationship skills: executive presence, clear written/verbal communications, and the ability to translate complex operational detail into business-focused updates.
• Data-driven mindset; comfortable with operational metrics, dashboards and continuous improvement programs (e.g., STP, resolution speed, sanctions/fraud).
• Bachelor’s degree required; advanced degree or relevant certifications in operations, risk, payments, or compliance are advantageous.

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: https://www.goldmansachs.com/careers/footer/disability-statement.html

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Goldman Sachs is an equal employment/affirmative action employer