Marcus by Goldman Sachs, Shared Services Manager, Associate, Birmingham location_on Birmingham, West Midlands, England, United Kingdom
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
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.
YOUR IMPACT
Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails? We’re looking for a Shared Services Manager to support the management of our core business functions. Oversight includes Recruitment, Learning and Development, Knowledge Management (encompassing procedures and communications), Workforce Management and Quality Assurance. This role ensures operational excellence, drives continuous improvement, and fosters a collaborative environment to support the organisation’s strategic objectives.
What you’ll do
* Report to the Head of Delivery and support the day‑to‑day delivery of action plans and business activities by maintaining high standards and helping to achieve service level agreements.
* Be responsible for leading our Recruitment, Learning and Development, Knowledge Management (encompassing procedures and communications), Workforce Management and Quality Assurance teams.
* Support and assist the Shared Services Team Leaders, helping to promote teamwork across different locations.
* Maintain a strong focus on customer satisfaction and provide professional, friendly support to customers, while meeting standard business objectives.
* Assist in carrying out the Shared Services strategy in line with organisational goals, supporting your team and wider department as needed.
* Help to improve processes, policies and systems across shared services functions to make them more efficient and effective.
* Contribute to the organisation and delivery of training sessions and learning opportunities to help colleagues develop new skills.
* Ensure compliance with regulatory and company policies in your daily activities.
* Manage work assignments from different channels and help to allocate resources where required.
* Follow established quality assurance standards and processes, ensuring tasks are completed to a high standard.
* Work with colleagues and stakeholders across the business, building positive relationships and collaborating effectively.
* Assist with preparing straightforward performance reports and providing updates to management, using data and feedback to guide your work.
* Work alongside the Business Risk team to understand key controls and follow escalation procedures as necessary.
* Look out for opportunities to simplify tasks, improve customer experiences, and help your team work more efficiently.
* Support the achievement of service level agreements by maintaining high standards in your work and encouraging your team to do the same.
* Contribute to a diverse and inclusive working environment, supporting the growth and development of colleagues.
REQUIREMENTS
* Experience in supporting operational teams, with at least 1 year in a team leader or supervisory role preferred.
* Ability to create a positive team environment that encourages the retention and development of customer service agents.
* Experience in coaching or mentoring colleagues to achieve key performance indicators using recognised coaching methods.
* Self‑motivated team player with the ability to work well both independently and as part of a team in a busy environment.
* Demonstrate a positive attitude and lead by example in your approach to work.
* Good communication and interpersonal skills.
* Basic analytical and problem‑solving skills.
* Strong commitment to customer service.
* Ability to provide guidance and support to team members.
* Ability to meet set targets and deadlines.
Collaborative, with a strong sense of integrity and professionalism.
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 firm‑wide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.
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.
Healthcare & Medical Insurance
We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short‑term disability, long‑term disability, life, accidental death, labour accident and business travel accident insurance.
Financial Wellness & Retirement
We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.
Health Services
We offer a medical advocacy service for employees and family members facing critical health situations, and counselling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state‑of‑the‑art on‑site health centers in certain offices.
Fitness
To encourage employees to live a healthy and active lifestyle, some of our offices feature on‑site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre‑approved amount).
Child Care & Family Care
We offer on‑site child‑care centres that provide full‑time and emergency backup care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counselling services, expectant parent resources and transitional programmes for parents returning from parental leave. Adoption, surrogacy, egg donation and egg‑retrieval stipends are also available.
Benefits at Goldman Sachs
Read more about the full suite of class‑leading benefits our firm has to offer.
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