Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT R[...]

Goldman Sachs Bank AG; Richardson (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare & Medical Insurance

Retirement Benefits

On-site health centers

Vacation & time off policies

Job summary

Marcus by Goldman Sachs, the consumer banking arm of Goldman Sachs, is seeking a Vendor Relationship Management Analyst in Richardson, TX. You will manage vendor relationships (onshore/nearshore/offshore), oversee site audits, and drive adherence to SLAs and regulatory requirements to maintain high customer service levels.

You will coach analysts, coordinate with technology, legal, risk, and compliance teams, visit vendor locations, review security protocols, and document findings to support

Qualifications

• Associate’s degree or equivalent work experience.
• Minimum of 1 year in current role.
• Strong understanding of customer service experience and process improvements.
• Strong understanding of contact center metrics.

Responsibilities

• Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards quality and efficiency.
• Conduct site visits to vendor locations for quarterly audits related to the SOW for BPO partners and verify security protocols.
• Provide leadership direction and oversight of Analysts supporting multiple vendor relationships.
• Ensure adherence to SLAs, KPIs, and regulatory requirements; coordinate with cross-functional teams to implement solutions.

Skills

Vendor management

Project management

Customer service

Process improvement

Education

Associate’s degree or equivalent work experience

Job description

Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT location_on Richardson, TX, United States

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches.

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Responsibilities:

• Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards excellent quality, customer service and efficiency
• Conduct site visit to Vendor locations for quarterly audit as it relates to the Statement of work for BPO Partner:
  • GS Client Review Physical Location set up to ensure site continues to meet the Floor Set up and Agent Equipment Check list outlined in the Site Readiness Check list
  • Review the Vendor’s Physical Security and Cyber Risk Mitigation Protocols are in line with GS standards
  • Conduct side by side observations on agents supporting customer calls and online chat interactions
  • Conduct discussion meetings with leadership and agents
  • Conduct debrief session with Vendor Senior leaders on observations and remediation plans for findings
  • Document site visit notes in GS Data base for historical reference
• Contact Center Management oversight
• Provide leadership direction and oversight of Analysts responsible for supporting multiple vendor relationships
• Work across theTransaction Disputes Intake and Fraud Servicing businesses to facilitate consistency in performance execution, customer satisfaction and regulatory compliance.
• Ensure adherence to contractual SLAs, KPIs and any contractual and regulatory requirements
• Work with business functions and cross-divisional stakeholders (e.g., technology, operational, legal, compliance and vendor risk) to identify and implement solutions.
• Review and provide recommendations regarding business process opportunities
• Facilitate issue identification and providerecommendations foreffective and timely resolution to business.
• Provide consistent coaching and direction to vendors through multiple communication channels and routines
• Track and manage risks and communicate incidents/performance issues to proper leaders and business partners including Legal, Risk and Compliance teams
• Grow and develop a highly engaged team & drive positive culture
• Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction
• Support complex problem solving and dispute resolution
• Ensure compliance with established policies and procedures across multiple cross functional teams and processes

Basic Qualifications:

• Associate’s degree or equivalent work experience
• Minimum of 1 year in current role
• Strong understanding of customer service experience and process improvements
• Strong understanding of contact center metrics
• 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.
• Attention to detail as it relates to SOW, Contracts, Invoicing
• Project Management skill set to launch, exit or transition Contact Center Operations with new and existing vendors

Preferred Qualifications:

• Bachelor’s degree in business or a related field
• Leadership experience in a startup environment
• Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred.

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.

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.