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Marcus by Goldman Sachs, Head of Customer Care Delivery, Vice President, Birmingham location_on Birmingham, West Midlands, England, United Kingdom

Opportunity Overview sitemap_outline CORPORATE TITLE Vice President language OFFICE LOCATION(S) Birmingham assignment JOB FUNCTION Digital Operations - Management account_balance DIVISION Asset & Wealth Management

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.

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.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retail customers? 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 support 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.
• Serve as an SME and coach for sound retail deposit practices.
• Ensure compliance against our regulatory and firm responsibilities.
• Prioritise work assignments from multiple channels as a resource allocator.
• Ensure continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products.
• Employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls.
• Collaborate across all locations to maintain continuity across the brand through all Marcus customer interactions; Call Centre, Operations, Complaints, Support, Workforce and Training.
• Produce concise performance reports and analyses for senior management.
• Work closely with Business Risk team to identify key controls and escalation procedures. Pro‑actively identify any new issues or risks and work to ensure suitable controls are in place.
• Drive improvements in business processes and ensure optimal resource utilisation and audit compliant administrative process and strategy.
• Work 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.
• Manage 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.
• 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 and/or Operational teams, with a minimum of 5 years in a management/senior management role.
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models.
• A self‑directed team player, able to drive high performance and work independently or in a team‑oriented and fast‑paced environment.
• Proven ability to lead by example, with a positive attitude.
• Excellent communication and interpersonal skills.
• Good analytical and problem‑solving skills.
• Proven delivery of excellent customer experience and advocacy.
• Strong customer focus and a good telephone manner.
• Good leadership skills and the ability to motivate and develop staff.
• A desire to help others work towards targets and develop their skills.
• Ability to set, meet and exceed targets.
• Ability to manage change.

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We’re committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firm‑wide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits and people at GS.com/careers.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.