Asset & Wealth Management, Marcus, Money Movement & Reconciliation Team Lead, Analyst - Richard[...]

The Goldman Sachs Group; Richardson (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate leader for their consumer contact team. This role involves managing daily operations, coaching staff, and enhancing customer satisfaction. You'll leverage your experience to drive performance improvements while fostering a positive team environment. Join a company that values innovation and teamwork, where your contributions will directly impact customer experiences and operational success. If you're ready to take on a leadership role in a dynamic environment, this opportunity is for you.

Qualifications

• 3+ years of supervisory experience in a fast-paced environment.
• Strong understanding of customer service processes and improvements.

Responsibilities

• Lead and manage a team of 15-18 representatives.
• Monitor performance and provide coaching to team members.
• Recommend improvements in business processes.

Skills

Customer Service

Leadership

Team Management

Performance Evaluation

Process Improvement

Education

Associates or Bachelor's degree

Job description

Wealth Management

Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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.

HOW YOU WILL FULFILL YOUR POTENTIAL

You are passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. You are an experienced leader, who will lead our consumer contact team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.

Key Responsibilities:

• Lead, manage and supervise the day-to-day operations of a team of 15-18 representatives


• Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise


• Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives


• Establish schedules for team members


• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others


• Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback


• Monitor cases and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members


• Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives


• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints


• Offer 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


• Recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy


• Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time


• Oversee ACH Exception process flow and Outgoing wire processing.


• Manage Money Movement General Ledgers exceptions and escalations timely

Basic Qualifications:

• Associates or Bachelor's degree or equivalent military experience


• Minimum of 3 years in supervisory experience


• Strong understanding of customer service experience and process improvements


• Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude

Preferred Qualifications:

• Leadership experience in a startup environment


• Deposit Money Movement & Reconciliation experience

The Goldman Sachs Group, Inc., 2023. All rights reserved.

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

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: https://www.goldmansachs.com/careers/footer/disability-statement.html

The Goldman Sachs Group, Inc., 2023. All rights reserved.

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