Job Description

Description

MORE ABOUT THIS JOB

Consumer and Investment Management (CIMD)

The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

Consumer

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

RESPONSIBILITIES AND QUALIFICATIONS

YOUR IMPACT 

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?  We’re looking for a customer service professional to lead our customer support team who wants to use their skills and ideas to create and lead new processes and teams.

OUR IMPACT 

Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Job Summary & Responsibilities

  • Responsible for setting the strategic action plans and key business tactics that supports the business strategic direction and goals for the Marcus UK Customer Care team 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 planning of new staff requirements to support new initiatives and leads the hiring of new staff and creating and supporting a highly involved team environment across dual sites
  • Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
  • 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
  • Manages across all customer facing teams to maintain continuity across the brand through all Marcus customer interactions; Call Centre, 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 strategy
  • Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
  • Identifies technological enhancements and assist in the development of the IT requirements impacting Operations processes within the business

Skills

  • 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
  • Ability to lead teams and drive performance standards
  • 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 manag
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