• CIMD- Marcus by Goldman Sachs- Consumer Finance Contact Center Operations Leader- VP role

    Location(s) US-UT-Draper
    Job ID
    2020-60404
    Schedule Type
    Full Time
    Level
    Vice President/Executive Director
    Function(s)
    Call Center, Consumer Banking, Customer Service
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    US Deposits Delivery
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    Marcus by Goldman Sachs

    Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

    money.

    RESPONSIBILITIES AND QUALIFICATIONS

    Your Impact

     

    Experienced professional who will lead a fast paced and growing Operations servicing team through digital and phone channels, dedicated to servicing our Online Deposits and Checking products and services.

     

    We are seeking an experienced senior operations executive to execute to our contact center strategy and manage operations within the Digital Finance team.  Ideal candidate must have experience in the operations management of financial services contact centers, back office operations, for a variety of deposit, DDA and MMDA products provided across multiple customer interaction channels including web, mobile, chat and phone. Candidate must have extensive experience in all aspects of customer servicing, with the ability to make key decisions on design and delivery of a world class customer service organization.

     

    Responsibilities

    • Develop strategic long and short-term action plans that support the business's vision, objectives and values
    • Set and execute strategy for enabling digital channels of choice with full online and mobile capability
    • Work across sites to ensure seamless delivery of service to a growing customer base
    • Grow and develop a highly engaged team environment & drive positive culture
    • Work with process engineers and product designers to develop an industry-leading service model; Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction and employee engagement
    • Work closely with recruiting and HCM to on-board and manage high performing teams
    • Work with operational risk teams to develop governance and control for all contact center and back office processes
    • Work with broader operations leadership to set consistent performance standards for talent and career path
    • Lead the business-as-usual delivery of customer service for existing and new customers
    • Create and maintain an environment with intense focus on customer satisfaction to ensure high customer satisfaction as measured by NPS, CSAT and JD Power surveys
    • Support complex problem solving, dispute resolution and complaints handling for customers
    • Ensure compliance with established policies and procedures across multiple cross functional teams and processes
    • Grow and manage business process outsourcing vendors (on/off shore) to enable business growth with an eye towards excellent customer service with efficiency

    Requirements:

    • Experience in electronic/online banking, checking and deposit operations
    • Relevant industry expertise in a portfolio of large scale account and customer portfolios
    • 20+ years of experience with management of internal and external (supplier) servicing, and knowledge management operations in multi sites
    • Broad-based knowledge of all aspects of servicing and operations including applicable regulatory requirements
    • Ability to communicate effectively with senior leadership as well as contact center team
    • 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 issues
    • 20+ years of professional experience working in large delivery centers within the financial services industry
    • Bachelor’s or higher degree or equivalent military service

    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.

    ABOUT GOLDMAN SACHS

    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., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity