Marcus by Goldman Sachs, Delivery Issues Resolution and Management, Associate - Richardson, TX/Draper, UT
About The Position
Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that offers high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' extensive expertise with intuitive digital experiences, emphasizing value, transparency, and simplicity for its millions of customers. It is recognized as the largest pure online bank, providing a fully digital experience without physical branches. This role is for an experienced operations manager to manage Issues Management operations within the Asset Wealth Management team. The candidate will focus on strengthening monitoring capabilities and collaborating with various stakeholders to develop innovative solutions for complex issues.
Requirements
- At least 5+ years of relevant industry experience
- Experience with managing internal and external audits, working collaboratively with multiple stakeholders
- Strong communication skills with experience managing executive-level communications.
- Extensive understanding of the customer service experience
- Superior project and process management skills, organizational skills and attention to detail
- Proactive, flexible and ability to multi-task
- Bachelor’s degree or relevant years of experience
Responsibilities
- Assist in remediation planning and identification of issues by monitoring business health and delivering the improvement/process on time.
- Assist with providing thorough documentation as needed, to ensure full completion of an event.
- Proactively investigate potential issues, with escalation as appropriate.
- Work closely with cross-functional partners to ensure collaboration and process efficiencies are maintained.
- Drive improvements in business processes and ensure optimal resource utilization and audit-compliant administrative processes and strategy.
- Lead customer communication efforts, working closely with Legal/compliance/product and business leads to send mass communications to customers for remediation.
- Communicate effectively with operations leadership as well as junior contact center agents.
Benefits
- Training and development opportunities
- Firmwide networks
- Benefits
- Wellness offerings
- Personal finance offerings
- Mindfulness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
