Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) 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, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.
About the role
We are seeking an experienced and dynamic workforce management leader to join our team to be responsible for managing the workforce requirements and high volume hiring process for the Marcus by Goldman Sachs Delivery team globally. The customer focused contact center and fraud operations is the front line of the business and ensuring we are sufficiently resourced is critical to supporting the growth of the business. This role will ensure the successful build out of teams across India, UK and US, ensuring we are appropriately resourced, streamlining the process and ensuring we are positioned as an employer of choice.
Responsibilities
Strategy: partner with Delivery management to develop, maintain and execute short and long-term workforce plans to meet high growth demands of the business including goals, timelines, milestones and approach
Improvement: identify areas for improvement in forecasting and hiring process, implementing enhancements to streamline and optimize
Collaboration: partner with Delivery, Finance, Marketing and HCM partners to ensure hiring requirements and execution meet business growth plans and initiatives, delivering on key service level targets
Reporting: provide regular reporting to senior stakeholders relating to the delivery center forecasting, resource plan and hiring process (candidate flow, pipeline, issues management)
Risk Management: manage resource plan execution, identify blockers and partner with stakeholders to optimize processes
Operational process management: ensure system updates, roles opened and sourcing in accordance with resource plan
Skills
Experienced in forecasting and managing short and long-term resource plans, contact center operations preferred
Experienced in project management, including end-to-end process design, execution, monitoring, risk identification and mitigation
Self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
Excellent interpersonal, organizational, verbal and written communication skills
Demonstrates confident and clear leadership including experience meeting and presenting to senior executives
Analytical skills, including advanced critical thinking skills to identify factors with greatest effects on models and anticipate emerging trends
Experience in designing, reporting and delivering on KPIs
Ability to prioritize based on business needs and adaptable to changing needs and requirements
Strong customer focus and commitment to delivering exceptional service
Strong problem solving skills and experience in identifying and resolving issues
Basic Qualifications:
Degree educated or relevant experience
Minimum of 5-7 years of experience in managing workforce resource plans, including predictive resource modeling, execution, and communication with senior levels
Minimum of 5 years of leadership experience, managing and developing a team
Experience in project management including process design, improvement, execution, and KPI reporting
Experience meeting with and presenting to senior executives, demonstrating strong executive presence
Strong skills in Microsoft Office (Excel, PowerPoint, Word, Access)
Strong judgment and comfort with handling multiple projects and deadlines
Preferred Qualifications
Experience in a digital or retail banking environment (deposit products would be ideal)
Experience developing staffing forecasts and plans for multi-channel, multi-provider contact centers
Preferred experience with predictive analytics (SPSS, SAP, R and/or Python)
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.
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Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.
