Operations MI Analyst, Associate

Role overview

Goldman Sachs’ Asset & Wealth Management business supports clients across the world in working toward their financial objectives. Its advice-led wealth solutions include financial planning, investment management, banking, and broad advisory services for ultra-high-net-worth and high-net-worth individuals, family offices, foundations, endowments, and corporate employees. The direct-to-consumer arm offers digital tools that help people save and invest. Growth across the business is driven by strong focus on people, clients, technology, data, and design.

What this role will deliver

The Operations MI Analyst will provide high-quality reporting and data analysis to help run the operations function effectively, including call centre operations. The role is important for improving performance, spotting trends, and turning data into practical insights for management. The right person will combine strong analytical ability, excellent attention to detail, and the confidence to explain complex information to different stakeholders.

Applicants with experience in an operational setting producing reliable reports, and with strong MI analysis and data entry capabilities, are encouraged to apply.

Key responsibilities

• Gather, review, and interpret operational information from multiple areas such as servicing, payments, complaints, financial crime, back-office processing, and call centre performance.
• Create precise and timely MI reports and dashboards to support operational, regulatory, and strategic decisions across the call centre.
• Build, improve, and maintain reporting solutions such as Power BI dashboards and automated Excel/SQL reports, while protecting data accuracy and aligning outputs to business needs.
• Track core performance indicators including productivity, volumes, quality, SLA performance, turnaround times, customer outcomes, and error rates, along with call centre measures such as call volumes, AHT, ASA, service levels, and agent productivity.
• Prepare reporting packs and ad hoc deep-dive analysis that surface trends, risks, deviations, and opportunities to improve performance.
• Assist with forecasting, capacity planning, and scenario modelling using historical and live data.
• Work closely with operational leaders, transformation teams, risk and compliance, and technology partners to strengthen data flows, reporting processes, and insight generation.
• Support reporting for regulatory, audit, risk, and governance purposes, ensuring consistency with FCA expectations and internal operational risk controls.
• Communicate findings clearly to both technical and non-technical audiences at all levels.
• Make sure all MI processes and outputs meet governance, data quality, security, and confidentiality requirements.

Requirements

• Proven background in an MI analyst, data analyst, or reporting role within retail banking, financial services operations, or a customer service call centre environment.
• Strong capability with data tools such as Microsoft Excel, SQL, Power BI, Tableau, or similar reporting platforms.
• Solid working knowledge of Excel, SQL, Power BI, or equivalent reporting software.
• Understanding of contact centre measures such as AHT, ASA, and shrinkage.
• Awareness of regulatory and compliance obligations, including GDPR, in a call centre setting.
• Ability to handle, analyse, and present large data sets accurately and efficiently.
• Excellent attention to detail, organisation, and time management.
• Strong communication skills and the ability to explain complex insights to non-technical stakeholders.
• Good understanding of call centre KPIs, operational workflows, and performance reporting.
• Experience with forecasting, capacity planning, workforce management, or resource planning tools would be an advantage.
• Capable of working independently as well as collaboratively within a team.
• High integrity and a strong commitment to keeping information confidential.
• Analytical approach with a proactive attitude toward solving problems.

About Goldman Sachs

Goldman Sachs applies its people, capital, and ideas to help clients, shareholders, and communities grow. Established in 1869, it is a leading global investment banking, securities, and investment management firm with offices worldwide.

Diversity, inclusion, and support

The firm values individual differences and is committed to diversity and inclusion across its workplace and beyond. Employees are supported through training and development, firmwide networks, benefits, wellness resources, personal finance offerings, and mindfulness programmes.

Reasonable accommodation

Goldman Sachs provides reasonable accommodations for candidates with disabilities or special needs during the hiring process.

Equal opportunity

The company is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veteran status, disability, or any other protected characteristic under applicable law.