Asset & Wealth Management, Marcus, Money Movement & Reconciliation Team Lead, Analyst - Richardson, TX/Draper, UT

Goldman Sachs•Richardson, TX

About The Position

Wealth Management Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our consumer business provides digital solutions for customers to better spend, borrow, invest, and save. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data and design. Marcus by Goldman Sachs The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. HOW YOU WILL FULFILL YOUR POTENTIAL You are passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. You are an experienced leader, who will lead our consumer contact team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.

Requirements

Associates or Bachelor's degree or equivalent military experience
Minimum of 3 years in supervisory experience
Strong understanding of customer service experience 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

Nice To Haves

Leadership experience in a startup environment
Deposit Money Movement & Reconciliation experience

Responsibilities

Lead, manage and supervise the day-to-day operations of a team of 15-18 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 cases and work closely with the QA teams to closely 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
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 improvements in business processes and 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
Oversee ACH Exception process flow and Outgoing wire processing.
Manage Money Movement General Ledgers exceptions and escalations timely