AWM, Marcus by Goldman Sachs, Complaints Operations Manager, Associate - Richardson, TX

Goldman Sachs, Inc.; Richardson (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Goldman Sachs is seeking a Complaints Operations Manager in Richardson, TX to lead a high-performing team and ensure exceptional customer service. The ideal candidate will have extensive supervisory experience, a bachelor's degree, and a dedication to process improvement. Join a leading financial institution where you can make a significant impact on customer satisfaction and team performance.

Benefits

Comprehensive benefits package

Professional development opportunities

Qualifications

• 3 years of banking or contact center operation experience.
• 5 years of supervisory experience.
• Self-directed with strong writing skills.

Responsibilities

• Set strategic action plans and oversee a high performing operations team.
• Ensure quality resolution of customer inquiries and manage compliance.
• Drive improvements in business processes and maintain team culture.

Skills

Leadership

Customer Satisfaction

Problem Solving

Communication

Team Management

Education

Bachelor's Degree

Job description

AWM, Marcus by Goldman Sachs, Complaints Operations Manager, Associate - Richardson, TX

AWM, Marcus by Goldman Sachs, Complaints Operations Manager, Associate - Richardson, TX

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.

RESPONSIBILITIES AND QUALIFICATIONS

Job Summary:

• Responsible for setting team-level strategic action plans, developing vision, setting high standards, and executing to ideas
• Oversee a high performing operations team to achieve business goals
• Maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
• Ensure timely, quality resolution of customer/client inquiries
• Work closely with Compliance to deliver timely and quality written correspondence
• Provide workload management for cross functional teams, ensuring that SLAs are consistently met
• Responsible for hiring of staff and developing key business tactics to ensure department service needs and customer satisfaction levels are achieved
• Proactively resolve potential issues, with escalation when appropriate
• Creates and maintain a team culture with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives
• Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained.
• Drives improvements in business processes, ensures optimal resource utilization
• Delegate for processes, controls, and issues management, including error validation and audits
• Serves as subject matter expert, assists with documenting net new procedures and business process maps

Basic Qualifications:

• Bachelor's degree or relevant years of experience
• Minimum of 3 years of banking or contact center operation experience
• Minimum of 5 years supervisory experience and managing other leaders
• Must be self-directed, self-starter, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
• Proficient in writing skills, including research, outlining, editing, revising, grammar, and sentence structure

Preferred Qualifications:

• Leadership experience in a startup environment
• Experience working with Consumer Complaints, Advocacy, Change Management and/or Compliance Teams

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.

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