Marcus by Goldman Sachs, Delivery Operations Manager, Vice President, Birmi

at  Goldman Sachs

WEALTH MANAGEMENT

Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

YOUR IMPACT

We’re looking for a customer service professional to join our Customer Care Delivery and Operations team. If you are highly skilled at leading, motivating & developing team managers in a busy Customer Care team, focused on delivering Customer Excellence we’d love to hear from you!

What you’ll do:

• Reporting to the Head of Customer Care, you will help deliver the strategic action plans and key business tactics that supports the direction of our teams by developing vision, setting high standards, achieving service level agreements and communicating ideas
• Serves as a SME and coach for sound retail deposit practices
• Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
• Ensuring compliance against our regularity and firm responsibilities.
• Prioritizes work assignments from multiple channels as a resource allocator
• Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
• Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
• Collaborates across all locations to maintain continuity across the brand through all Marcus customer interactions; Call Centre, Operations, Complaints, Support, Workforce and Training
• Produces concise performance reports and analyses for senior management
• Works closely with Business Risk team to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place

• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategyWorks closely with cross functional partners to ensure collaboration and process efficiencies are maintained

What we’re looking for:

• Proven experience in leading Call Centre and/or Operational teams, with a minimum of 5 years in a management/senior management role
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
• You will be a self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
• Proven ability to lead by example, with a positive attitude
• Excellent communication and interpersonal skills
• Good analytical and problem-solving skills
• Proven delivery of excellent customer experience and advocacy
• Strong customer focus and a good telephone manner
• Good leadership skills and the ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Ability to set, meet and exceed targets
• Ability to manage change

• Reporting to the Head of Customer Care, you will help deliver the strategic action plans and key business tactics that supports the direction of our teams by developing vision, setting high standards, achieving service level agreements and communicating ideas
• Serves as a SME and coach for sound retail deposit practices
• Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
• Ensuring compliance against our regularity and firm responsibilities.
• Prioritizes work assignments from multiple channels as a resource allocator
• Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
• Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
• Collaborates across all locations to maintain continuity across the brand through all Marcus customer interactions; Call Centre, Operations, Complaints, Support, Workforce and Training
• Produces concise performance reports and analyses for senior management
• Works closely with Business Risk team to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategyWorks closely with cross functional partners to ensure collaboration and process efficiencies are maintaine