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.

Marcus by Goldman Sachs 

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.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

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 ideasServes as a SME and coach for sound retail deposit practicesResponsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectivesEnsuring compliance against our regularity and firm responsibilities.Prioritizes work assignments from multiple channels as a resource allocatorEnsures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus productsEmploys 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 TrainingProduces concise performance reports and analyses for senior managementWorks 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 placeDrives 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 roleAbility 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 environmentProven ability to lead by example, with a positive attitudeExcellent communication and interpersonal skillsGood analytical and problem-solving skills Proven delivery of excellent customer experience and advocacyStrong customer focus and a good telephone mannerGood leadership skills and the ability to motivate and develop staffA desire to help others work towards targets and develop their skillsAbility to set, meet and exceed targetsAbility to manage change