Marcus by Goldman Sachs, Delivery Workforce Planning and Hiring Process Manager, Vice President - Richardson, TX

Goldman Sachs•Richardson, TX

8d•Onsite

About The Position

Marcus by Goldman Sachs is seeking an experienced and dynamic workforce management leader to join their team. This role will 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 are the front line of the business, and ensuring sufficient resourcing is critical to supporting business growth. This role will ensure the successful build-out of teams across India, UK, and US, ensuring appropriate resourcing, streamlining the process, and positioning Marcus as an employer of choice.

Requirements

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.
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.
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.

Nice To Haves

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).

Responsibilities

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.
Identify areas for improvement in forecasting and hiring processes, implementing enhancements to streamline and optimize.
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.
Provide regular reporting to senior stakeholders relating to the delivery center forecasting, resource plan, and hiring process (candidate flow, pipeline, issues management).
Manage resource plan execution, identify blockers, and partner with stakeholders to optimize processes.
Ensure system updates, roles opened, and sourcing are in accordance with the resource plan.