- Financial Services
- Project Management
- Operations Management
MORE ABOUT THIS JOB
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.
Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.
RESPONSIBILITIES AND QUALIFICATIONS
We are seeking a qualified and experienced operations manager to lead and manage a network of contact center vendors across multiple geographies.
This individual will be a strong leader that can hold vendors accountable to SLAs, compliance and contractual obligations.
This individual will need to have a deep understanding of Goldman Sachs & Co business and workforce strategies, and combine that knowledge with an understanding of industry standards to develop and deliver on Key Performance Indicators.
This individual will need to engage with internal customers and our business partners to deliver new and innovative practices that will enhance the customer experience and drive up NPS scores and other Key Performance Indicators.
This individual will need to provide consultative support in regards to capacity planning, scheduling, and reporting (including trend analysis) to drive decisions made in partnership with the WFM lead.
This individual will need to drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment.
Establish vendor rapport with regularly communication and information sharing. Support the management of vendor performance.
Travel up to 30%
Relevant industry expertise in a portfolio of large scale accounts
Prior vendor management or operations management experience, with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations and resolving reliability/dependency issues with vendor networks. Experience managing vendors in financial services preferred.
Bachelor’s degree and at least 5+ years of equivalent experience
Prior project management experience highly desirable
Demonstrated understanding of underlying consumer operations workflow & technology
Prior experience in consumer lending or financial services
Self-starter with strong sense of urgency and accountability
Excellent team player who is highly self-motivated, detailed-oriented, and enjoys learning
Skilled in focusing on desired results, prioritizing work to meet deadlines and achieve desired results
Strong understanding of key performance metrics and drivers. Ability to define and manage KPIs for a world class customer centric operations team.
Ability to communicate effectively with operations leadership as well as junior contact center agents
Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation
ABOUT GOLDMAN SACHS
The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.
© The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.