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.

OUR IMPACT 

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.

YOUR IMPACT

We are seeking a Knowledge Management Analyst responsible for providing program management oversight of our standard operating procedures for the Marcus Call Center.  These procedures are an important part of ensuring standard, legal and regulatory compliant conduct by delivery teams. The goal of Knowledge Management is to improve an organization's efficiency, decision-making, and innovation by ensuring that the right information is available to the right people at the right time.

BUSINESS OVERVIEW

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.

JOB SUMMARY AND RESPONSIBILITIES 

• Update and/or create new procedural operations documents such as Talking Points/Chat Content, Standard Operating Procedures, Job Aids and policies 
• Work with stakeholders such as Delivery managers, product managers, Legal, Risk and Compliance for Knowledge Management documents and procedures and facilitate approvals
• Collaborate with stakeholders such as Legal, Risk and Compliance to create and update procedures 
• Maintain central knowledge management tool in coordination with the direct line manager  
• Identify opportunities for improvement to manage and optimize Knowledge Management
• The job requires some overlap with US working hours 

BASIC QUALIFICATIONS

• Bachelor’s degree in information science, library science, business administration or related field in another field with experience creating concise, readable and user-friendly documentation 
• Minimum 3 years of demonstrable experience in a related Knowledge Management role 
• Knowledge of standard knowledge management platform e.g. Right Answers, Service Now etc. 
• Excellent written communication skills, including the ability to effectively convey financial services material with new hires and tenured colleagues alike
• Ability to prioritize and manage multiple simultaneous projects and deadlines
• Ability to question status quo and think through creative solutioning to ensure efficiency and appropriate risk management 
• Aptitude for building relationships and ability to communicate complex issues to a wide array of internal partners with different levels of product experience 

PRIMARY RESPONSIBILITIES

• Experience working in Knowledge Management platforms/systems
• Experience with instructional design 
• Prior Call Center Operations and FinTech Services experience 

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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