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Wealth Management
Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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.
Responsibilities
Oversee a high-performing operation teams to achieve business goals in chat or phone process and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams.
Responsible for measuring, tracking, and driving continuous improvement of key metrics (chat quality, productivity, and schedule adherence) with teams. Identifies risks and manages difficult escalations.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Offer guidance to the management team in such areas as real time operational performance, ensuring that chat service level targets are achieved as set by the business
Driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy
Assist with interviewing and selection of team members as necessary and serve as a role model/mentor to your team and others
Lead and assist in other aspects of operations, assisting your team and your managers towards success
Flexible for shift work as this is 24/7 process with 5 days per week, with the evolution of expanding these hours sometime in the future
Identification of industry trends and developments related to customer service to implement best practice in customer care.
Execution of escalation requests to the relevant team or senior management as required in a timely manner
Basic Qualifications
Bachelor's degree
Minimum of 5 years of banking or contact center operation experience
Minimum of 3-5 years supervisory experience and managing other leaders
Strategic vision with the ability to execute
Demonstrated leadership presence and maturity
Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
Excellent written and verbal communication skills
Executive-level presentation skills
Ability to handle high-level client interactions and/or escalations
Strong interpersonal, relationship-building, and negotiating skills
High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint
Ability to learn quickly and adapt to... For full info follow application link.
The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employme nt/affirmative action employer Female/Minority/Disability/Vet.
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