• CIMD - Marcus by Goldman Sachs - Workforce Management Lead - Vice President - Draper/Richardson

    Location(s) US-TX-Dallas | US-TX-Dallas
    Job ID
    2019-56556
    Schedule Type
    Full Time
    Level
    Vice President/Executive Director
    Function(s)
    Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    Delivery Centralized
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    CONSUMER (MARCUS BY GOLDMAN SACHS)

    The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

    RESPONSIBILITIES AND QUALIFICATIONS

    • Manage the Workforce Management (WFM) team to provide superlative support to business operations
    • Ensure business delivers on key service level targets across phone, chat and back office functions
    • Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities and drive relevant initiatives
    • Ensure Workforce Management procedures, controls and continuous improvement plans are up to date and effective
    • Responsible for provisioning process and relevant workflows to deliver an efficient and systematic onboarding process for new hires and internal transfers
    • Responsible for mission control & BCP management
    • Responsible for on-going organizational structure reporting for business leaders
    • Understand interactions among cross-functional partners with relevant Technology stakeholders to conduct system testing and departmental entitlement

     

    Qualifications

    • Past experience in leading workforce management teams, contact center operations preferred
    • Demonstrated communication skills and techniques within a fast-paced corporate environment
    • Experience developing action plans to improve business processes
    • Ability to handle multiple projects and deadlines without sacrificing professionalism
    • Ability to build and maintain relationships while leading critical business projects
    • Strong judgment and comfort with ambiguity
    • Strong PC skills required (Excel, Access, PowerPoint, Word)
    • Competitive and entrepreneurial spirit with the ability to work under minimal guidance
    • Willingness to manage and be the front face of the team

    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.

    ABOUT GOLDMAN SACHS

    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 GS.com/careers.

    We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html



    © The Goldman Sachs Group, Inc., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

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