• CIMD - Marcus by Goldman Sachs - Vendor Manager/Customer Care - Analyst- Richardson, TX/Draper, UT

    Location(s) US-UT-Draper | US-TX-Dallas
    Job ID
    2019-52787
    Schedule Type
    Full Time
    Level
    Analyst
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    Non-Specialists
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    CONSUMER AND INVESTMENT MANAGEMENT DIVISION (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.

     

    We are seeking an experienced operations manager to support the design, delivery, and management of  our contact center strategy and operations within the Consumer Digital Finance team.  Candidates must have direct management experience in the day to day operations management of inbound and outbound multi-channel (voice, chat, email) contact centers of larger size 200 plus.

     

    RESPONSIBILITIES AND QUALIFICATIONS

    Essential Functions

    • Manages the on-going third party relationships from expansion of relationships, escalations, incidents, scorecards, due diligence, and onsite visits.
    • Collects and performs due diligence reviews on third-party vendors to ensure compliance with corporate and regulatory requirements.
    • Serves as the point of contact for key stakeholders and the third-party vendor.
    • Manages the corrective action process to ensure remediation actions are appropriately tracked and completed.
    • Ensures third-party is providing best in class customer service to our clients and customers.
    • Facilitate team meetings and cross-functional workshops.

     

    Requirements:

    • Relevant industry expertise in a portfolio of large scale accounts
    • Experiencing leading large call center environments (environments with over 200 colleagues)
    • 5+ years of experience with direct management of internal and external (supplier) servicing operations
    • Broad based knowledge of all aspects of contact center servicing and operations including applicable regulatory requirements
    • Strong understanding of key performance metrics and drivers. Ability to define and manage KPIs for a world class customer centric onboarding team
    • Ability to execute servicing operational strategy for digital products
    • Ability to communicate effectively with senior leadership as well as junior contact center agents
    • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation
    • Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and proactively resolve customer servicing issues

     

    ABOUT GOLDMAN SACHS

    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.