Marcus Goldman Sachs, Head of Customer Care Delivery, Vice President

OUR IMPACT

Across Asset 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 direct-to-consumer business provides digital solutions that help customers save and invest. 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.

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?

We’re looking for a Head of Customer Services to lead our call centre and support team who wants to use their skills and ideas to create and lead expanding new processes and teams.

• Reporting to the Head of Delivery, you will help deliver the strategic action plans and key business tactics that supports the direction of our teams by developing vision, setting high standards, achieving service level agreements and communicating ideas
• Be responsible and accountable for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
• Formulate Customer contact strategy in partnership with the call centre leadership team
• Coordinate customer service operations and develop customer retention strategies
• Serves as a SME and coach for sound retail deposit practices
• Ensuring compliance against our regularity and firm responsibilities.
• Prioritizes work assignments from multiple channels as a resource allocator
• Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
• Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
• Collaborates across all locations to maintain continuity across the brand through all Marcus customer interactions;
  Call Centre, Operations, Complaints, Support, Workforce and Training
• Produces concise performance reports and analyses for senior management
• Works closely with Business Risk team to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
• Responsible for setting the strategic business plan and goals for the Marcus UK Customer Care team, to ensure alignment with and support of the business strategy for the UK Consumer business.
• Responsible for setting high standards, with clear strategies to achieve service level agreements
• Management of an growing team (currently approx. 100 headcount), including two senior Direct Reports
• Partner with Engineering to oversee the implementation of technology solutions to support Customers and Operations efficiencies
• Manage contracts and relationships with customers, vendors, partners and other stakeholders for Operations vendors
• Produce concise performance reports and analyses for senior management
• Mentor and motivate teams to achieve productivity and engagement
• Ensure a diverse and inclusive environment which nurtures and develops talent

• Proven experience in leading Call Centre…