• CIMD - Marcus by Goldman Sachs – Operations ISA Manager - Associate - Milton Keynes

    Location(s) UK-Milton Keynes
    Job ID
    Schedule Type
    Full Time
    Consumer and Investment Management Division
    Business Unit
    UK Deposits Delivery
    Employment Type



    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.


    Marcus by Goldman Sachs was launched in the UK in September 2019 to offer UK savers leading products and services from our deposits business.  Our customer care teams are based across two sites in the UK; London and Milton Keynes. 



    Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retail customers?  We’re looking for a customer service professional to lead our customer support team who wants to use their skills and ideas to create and lead new processes and teams.



    Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of Customer Focus, Process Innovation and Risk Management.


    Job Summary & Responsibilities

    • Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
    • Work with the wider management team in hiring and developing staff and supporting a highly functioning  team environment
    • Responsible for managing operations and payments across the UK team
    • Oversight of Team Leads and agents managing ISA services to achieve performance goals and maintain agent satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
    • Ensure a timely and high quality resolution of customer enquiries and acts as an escalation point of contact, directly interacting with customers, reviewing complaints and making judgment calls on difficult customer situations, escalations and fraud cases
    • Ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
    • Manage the end-to-end resolution of savings transfers and general payments, within given timescales
    • Works closely with legal and compliance teams, cross functional partners to ensure collaboration and process efficiencies are maintained
    • Responsible for completing monthly, weekly and ad-hoc reporting as required by the business
    • Recommends changes to improve processes and enhance customer experience, using agent and customer feedback
    • Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
    • Identifies technological enhancements and assist in the development of the tech requirements impacting Operations processes within the business
    • Prioritizes work assignments from multiple channels as a resource allocator
    • Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes and controls
    • Responsible for conducting internal quality audits/monitors of customer support team and assists contact center teams with development and implementation of appropriate corrective action plans, training tips and team communication to improve overall quality results,
    • Coordination of call and case quality audits and remediation plans in partnership with Learning and Development leader
    • Conducts/participates in calibration session to ensure proper scoring across team members
    • Produces concise performance reports and analyses for senior management
    • Owns and controls risk for Operational processes and assists management team in driving positive operational improvements
    • Works closely with Business Risk Manager to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place



    • Payments background, with understanding of ISA transfer service
    • Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
    • Proven ability to lead by example, with a positive attitude
    • Excellent communication and interpersonal skills
    • Good analytical and problem-solving skills
    • Proven delivery of excellent customer experience and advocacy
    • Strong customer focus and a good telephone manner
    • Ability to lead teams and drive performance standards
    • Good leadership skills and the ability to motivate and develop staff
    • A desire to help others work towards targets and develop their skills
    • Ability to set, meet and exceed targets
    • Ability to manage change


    Basic Qualifications

    • Minimum of 3 years of customer service experience (with at least 18 months in a complaints capacity)
    • In depth product knowledge across Banking and Savings within retail banking
    • Understanding of BACs, Payments and Transfer Services
    • Bachelor’s Degree in Finance or a related field preferred


    Preferred Qualifications

    • Leadership experience in a startup environment




    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.



    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