Marcus by Goldman Sachs, Back Office Team Leader, Analyst - Draper, UT

Goldman Sachs•Draper, UT

10d

About The Position

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. Job Summary: • Lead, manage and supervise the day-to-day operations of a team of 10-15 representatives • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise • Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives • Establish schedules for team members • Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others • Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback • Monitor and assign cases and work closely with the QA teams to manage ongoing professional and personal development of operations team members • Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives and SLAs • Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints • Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business • Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative process and strategy • Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time

Requirements

Associates or Bachelor's degree or equivalent work experience
Minimum of 2 years customer service experience
Minimum of 3 years in supervisory experience for external candidates
Strong understanding of the customer service experience, KPI’s (AHT, QA, Adherence, SLA’s) and process improvements
Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude
Strong analytical skills
Experience with Microsoft Office (Word, Excel, PowerPoint)

Nice To Haves

Leadership experience in a startup environment
Service experience
Project management experience

Responsibilities

Lead, manage and supervise the day-to-day operations of a team of 10-15 representatives
Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
Establish schedules for team members
Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
Monitor and assign cases and work closely with the QA teams to manage ongoing professional and personal development of operations team members
Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives and SLAs
Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative process and strategy
Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time