Marcus by Goldman Sachs - Call Centre Operations Manager, Vice President, Milton Keynes Milton [...]

YOUR IMPACT
Are you passionate about customer service? Do you have experience leading a customer contact operation? Do you have experience within financial services or a regulated environment?
We’re looking for a customer service professional to lead our customer care and support operation; someone who wants to use their experience, skills, and ideas to continue to drive a successful and customer orientated business.
OUR IMPACT Our team of critical thinkers’ partner with groups in all areas of the firm to lead teams, service customers and develop/improve processes and systems. Our division provides critical operations and user experience design to ensure business flows smoothly when customers come to us across multiple channels. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
Job Summary & Responsibilities
Reporting to the Head of Customer Care, responsible for implementing the strategic action plans and key business tactics to support the business goals for the Marcus UK Customer Care team.
Create and set high standards/objectives, achieve service level agreements, and communicate effectively with stakeholders, teams, and customers.
Manage across Inbound customer facing teams to maintain continuity through UK Deposits customer interactions; Customer contact channels, Back-office support, Workforce and scheduling, Quality and Training.
Foster and maintain an environment with a core focus on balancing customer satisfaction with business objectives whilst maintaining and championing a culture of honesty and respect.
Responsible for recruitment of contact centre staff, inc planning resource, schedules and leads the hiring of new staff; creating and supporting a highly involved team environment across multiple sites.
Responsible for maintaining an environment with a core focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
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
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
Produces concise performance reports and analyses for senior management
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
Identifies technological enhancements and assist in the development of the IT requirements impacting Operations processes within the business
Skills
Self-directed team player, ability 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
Ability to lead teams and drive performance standards
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
Basic Qualifications
Minimum of 10 years of customer service experience (or equivalent military experience)
In depth product knowledge across Banking and Savings within retail banking
Understanding of the UK Regulatory Environment
Minimum of 5 years of experience in leading and managing teams
Preferred Qualifications
Leadership
Bachelor’s or master’s degree in Finance or a related field preferred
ABOUT GOLDMAN SACHS
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 firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:
The Goldman Sachs Group, Inc., 2023. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity
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