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 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.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
YOUR IMPACT
Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails? We’re looking for a Head of Customer Services to lead our call centre and support team who wants to use their skills and ideas to create and lead expanding new processes and teams.
What you’ll do:
1. Reporting to the Head of Delivery, you will help deliver the strategic action plans and key business tactics that supports the direction of our teams by developing vision, setting high standards, achieving service level agreements and communicating ideas
2. Be responsible and accountable for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
3. Formulate Customer contact strategy in partnership with the call centre leadership team
4. Coordinate customer service operations and develop customer retention strategies
5. Serves as a SME and coach for sound retail deposit practices
6. Ensuring compliance against our regularity and firm responsibilities.
7. Prioritizes work assignments from multiple channels as a resource allocator
8. Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
9. Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
10. Collaborates across all locations to maintain continuity across the brand through all Marcus customer interactions; Call Centre, Operations, Complaints, Support, Workforce and Training
11. Produces concise performance reports and analyses for senior management
12. 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
13. Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
14. Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
15. Responsible for setting the strategic business plan and goals for the Marcus UK Customer Care team, to ensure alignment with and support of the business strategy for the UK Consumer business.
16. Responsible for setting high standards, with clear strategies to achieve service level agreements
17. Management of an growing team (currently approx. 100 headcount), including two senior Direct Reports
18. Partner with Engineering to oversee the implementation of technology solutions to support Customers and Operations efficiencies
19. Manage contracts and relationships with customers, vendors, partners and other stakeholders for Operations vendors
20. Produce concise performance reports and analyses for senior management
21. Mentor and motivate teams to achieve productivity and engagement
22. Ensure a diverse and inclusive environment which nurtures and develops talent
REQUIREMENTS
23. Proven experience in leading Call Centre and/or Operational teams, with a minimum of 5 years in a management/senior management role
24. Ability to create a positive team working environment that supports the retention & development of great customer service agents.
25. Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
26. 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
27. Proven ability to lead by example, with a positive attitude
28. Excellent communication and interpersonal skills
29. Good analytical and problem-solving skills
30. Proven delivery of excellent customer experience and advocacy
31. Strong customer focus and a good telephone manner
32. Good leadership skills and the ability to motivate and develop staff
33. A desire to help others work towards targets and develop their skills
34. Ability to set, meet and exceed targets
35. Ability to manage change
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 /careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.