AWM, Marcus by Goldman Sachs, Complaints Operations Manager, Associate - Richardson, TX Richard[...]

Goldman Sachs Bank AG; Richardson (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading global investment bank is seeking a Complaints Operations Manager in Richardson, TX. The role involves overseeing a dynamic operations team, ensuring exceptional customer satisfaction, and driving business process improvements. Ideal candidates will have a strong background in banking, leadership experience, and excellent communication skills.

Benefits

Healthcare & Medical Insurance

Generous vacation policies

Financial Wellness & Retirement support

On-site fitness centers

Child Care & Family Care options

Qualifications

• Minimum of 3 years of banking or contact center experience.
• Minimum of 5 years supervisory experience managing other leaders.
• Proficient in writing skills, including outlining and editing.

Responsibilities

• Oversee a high performing operations team to achieve business goals.
• Ensure timely resolution of customer/client inquiries.
• Drive improvements in business processes and resource utilization.

Skills

Leadership

Communication

Problem-solving

Education

Bachelor’s degree

Job description

AWM, Marcus by Goldman Sachs, Complaints Operations Manager, Associate - Richardson, TX location_on Richardson, Texas, United States

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 experienceand 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

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.

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.