- Entry level
- No Education
- Salary to negotiate
- Milton Keynes
Consumer and Investment Management (CIMD)
The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.
Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.YOUR IMPACT
Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails? We’re looking for a customer service operations’ professional to join our customer support team who wants to use their skills and ideas to create and lead new processes and teams.
Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. 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
Leads, manages and supervises the day-to-day operations of a team of customer support agents
Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
Serves as a SME and coach for sound retail deposit practices
Provides incoming call coverage when needed
Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
Responsible for conducting internal quality audits/monitors of customer support team and assists with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
Conducts/participates in calibration session to ensure proper scoring across team members
Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
Offers 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
Proven ability to lead by example, with a positive attitude
Ability to lead teams and drive performance standards
Good interpersonal skills
Good analytical and problem-solving
About the company
Goldman Sachs brings people, capital and ideas together to help our clients and the communities we serve. Learn more about our firm.
We provide a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and high-net-worth individuals. Learn more about our businesses.