Process Excellence Analyst – Customer Operations

WeAreTechWomen; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

Goldman Sachs is seeking an experienced Process Analyst in Birmingham to join the Marcus division of online consumer banking. The role focuses on the Procedures and Communications team, evaluating and improving operational processes, documenting procedures, and supporting change initiatives within the customer support function.

You will identify inefficiencies, implement improvements, and collaborate with cross-functional teams to ensure smooth execution and training on new processes, while

Qualifications

• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively and drive positive change within a dynamic environment.
• Sound understanding of process mapping and writing instructional process documents.
• Proven ability to lead by example with a positive and proactive attitude.
• Ability to lead teams, drive performance standards and motivate staff.
• Excellent business analytical skills.
• Excellent interpersonal, organisational and communication skills.
• Experience managing information in fast-moving environments to identify problems and implement resolutions.
• Ability to review and interpret data to drive performance and efficiency around staffing.

Responsibilities

• Identify process inefficiencies and areas for improvement within customer support operations.
• Develop, recommend, and implement process improvements to enhance efficiency, quality, and customer experience.
• Write clear and comprehensive process documentation and procedures, maintaining version control for broader use.
• Collaborate with cross-functional teams to ensure smooth execution, adoption, and training on new processes.
• Monitor process changes and assess effectiveness, refining as needed.
• Use data-driven insights to support decision making and process optimisation.
• Communicate findings and updates effectively to stakeholders at all levels.
• Conduct periodic audits to ensure procedures remain compliant with standards.

Skills

Analytical skills

Problem-solving

Communication

Stakeholder management

Process mapping

Documentation

Time management

Team collaboration

Education

Bachelor's degree in business or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Goldman Sachs is seeking an experienced Process Analyst in Birmingham to join the Marcus division of online consumer banking. The role focuses on the Procedures and Communications team, evaluating and improving operational processes, documenting procedures, and supporting change initiatives within the customer support function.

You will identify inefficiencies, implement improvements, and collaborate with cross-functional teams to ensure smooth execution and training on new processes, while