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 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. YOUR IMPACT

We are looking for an experienced Operations Analyst, who has a passion for customer service, to join our growing customer support team. If you work in a customer support or operations environment, and have strong people management skills, we want to hear from you.

OUR IMPACT

Our division provides critical operational functions to ensure our customers can manage their accounts with us easily and securely. From day one, our customer support leaders play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our US Deposits Back Office function.

Job Summary & Responsibilities

• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
• Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
• Establish schedules for team members
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Conduct on-the-spot coaching / feedback
• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
• Lead and drive a collaborative culture within the team to support quality, performance, and development opportunities
• Responsible for leading the One GS culture and conduct approach as a leader on the site

Skills

• Proven ability to lead by example, with a positive attitude
• Ability to lead teams and drive performance standards
• Good interpersonal skills
• Excellent analytical and problem-solving skills (with a view to support changes to processes), and works well under pressure
• Strong customer focus
• Ability to lead teams, juggle across various workstreams and drive performance standards
• Good leadership skills and the ability to motivate and develop staff
• Ability to manage and drive a culture of continuous improvement
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
• Is adaptable, has high-energy levels and desire to help others work towards targets and develop their skills

Basic Qualifications

• Minimum of 3 years management experience within customer service environment
• Experience in a retail banking environment/Insurance environment
• Deposit Back Office experience