Job Description

WEALTH MANAGEMENT 

Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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.

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.

OUR IMPACT

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. 

YOUR IMPACT

We’re seeking a leader with passion & experience of managing a high-performing team and successfully delivering a world class customer experience to our Marcus customers (both internal & external). Also responsible for collaboration across multiple stakeholders to resolve any potential issues that impact customer experience/ business continuity.

JOB SUMMARY & RESPONSIBILITIES

• Oversee a high-performing operation teams to achieve business goals in chat process and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams.
• Responsible for measuring, tracking, and driving continuous improvement of key metrics (chat quality, productivity, and schedule adherence) with teams.  Identifies risks and manages difficult escalations.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. 
• Offer guidance to the management team in such areas as real time operational performance, ensuring that chat service level targets are achieved as set by the business 
• Driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy 
• Assist with interviewing and selection of team members as necessary and serve as a role model/mentor to your team and others 
• Lead and assist in other aspects of operations, assisting your team and your managers towards success
• Flexible for shift work as this is 24/7 process with 5 days per week, with the evolution of expanding these hours sometime in the future
• Identification of industry trends and developments related to customer service to implement best practice in customer care.
• Execution of escalation requests to the relevant team or senior management as required in a timely manner

BASIC QUALIFICATIONS

• Bachelor’s degree 
• Strategic vision with the ability to execute
• Demonstrated leadership presence and maturity
• Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
• Excellent written and verbal communication skills
• Executive-level presentation skills 
• Ability to handle high-level client interactions and/or escalations
• Strong interpersonal, relationship-building, and negotiating skills
• High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint 
• Minimum of 5 years of banking or contact center operation experience
• Minimum of 3-5 years supervisory experience and managing other leaders
• Ability to learn quickly and adapt to projects and deadlines
• Must be self-directed, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

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

© The Goldman Sachs Group, Inc., 2024. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer

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