Marcus by Goldman Sachs, Head of Delivery, Vice President, Dublin

OUR IMPACT

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 US and the UK offering multiple savings products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with products that are grounded in value, transparency and simplicity.

YOUR IMPACT

We’re looking for an experienced professional, with a track record of leading high performing teams who will lead our Customer Support centre which includes digital and phone channels back-office Operations. Driving delivery of the three customer support principles of customer focus, process innovation, and risk management through:

- Leading team of Customer Service professionals to delivery of outstanding customer experience

- Adherence to the highest ethical standards, compliant with business principles and policies – controlling compliance and audit issues

- Building continuous capacity for growth and developing innovative solutions for our customers

What you’ll do:

- Set the strategy for enabling digital channels of choice with full online and mobile capability for customer support

- Work with process engineers and product designers to develop an industry-leading service model

- Work with product teams to support manage campaign management and wider growth

- Develops job descriptions, sourcing/recruiting/screening/hiring/training strategy

- Hires the initial team and get a business-as-usual flow of talent established

- Build out a Training and Development team to deliver high quality training to new hires and develop an L&D strategy for ongoing development and training of teams

- Develop governance and control for all agent-delivered maintenance and monetary transactions

- Work with broader operational leadership team to set team standards for talent and career path

- Establish succession plans for the team

- Lead the business-as-usual delivery of service for existing customers

- Create and maintains an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives

- Develop strategic long and short-term action plans that support the business' vision, objectives and values, working globally with Marcus teams to align

- Establish systems to measure and improve customer satisfaction

- Establish systems to measure and improve agent engagement

- Lead on complex problem resolution for customers, including managing the complaint program with trending and root cause analysis

- Ensure compliance with established policies, procedures and authority levels across multiple cross functional teams and processes

- Develop strategies to manage Operational Risk, working in collaboration with risk teams to identify any risks and manage events in line with agreed business policies

- Provide direction and support to Business Risk Manager to ensure key controls are in place to manage Operational Risk

- Lead complex problem resolution for customers, including managing the complaint program with trending and root cause analysis

What we’re looking for:

- Demonstrated leadership, team building and management skills

- Proven delivery of continuous improvement of customer experience and advocacy

- Exceptional stakeholder management and collaboration skills

- In depth product knowledge across Banking and Savings within retail banking

- Demonstrated analytical and problem-solving skills

- Understanding of the European and Irish regulatory environment

- In-depth knowledge of management, regulatory policies and legal requirements

- Demonstrated ability in performance management and leading high performing teams

- Ability to manage budgets and capacity modelling

- Ability 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 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

- Ability to set, meet and exceed targets

- Ability to manage change

REQUIREMENTS

- Twelve plus years professional experience

- Eight plus years leading customer operations

- Experiencing driving development of online tools and adoption plans

- Four plus years as a second level manager or higher with a team larger than 60 people

- Results and delivery orientation, as indicated by progressively larger documentation responsibilities

- Excellent collaboration and communication skillsBachelors or MBA degree preferred

Preferred Qualifications:

- Financial services experience

- Experience designing service models and measurement systems

- Experience in a regulated and audited service environment

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

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

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