Marcus by Goldman Sachs, Head of Customer Care Delivery, Vice President, Birmingham Birmingham ...

Across Asset 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 direct-to-consumer business provides digital solutions that help customers save and invest. 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.

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?We're looking for a Head of Customer Services to lead our call centre and support team who wants to use their skills and ideas to create and lead expanding new processes and teams.

• Reporting to the Head of Delivery, you will help deliver the strategic action plans and key business tactics that supports the direction of our teams by developing vision, setting high standards, achieving service level agreements and communicating ideas
• Be responsible and accountable for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
• Formulate Customer contact strategy in partnership with the call centre leadership team
• Coordinate customer service operations and develop customer retention strategies
• Serves as a SME and coach for sound retail deposit practices
• Ensuring compliance against our regularity and firm responsibilities.
• Prioritizes work assignments from multiple channels as a resource allocator
• Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
• Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
• Collaborates across all locations to maintain continuity across the brand through all Marcus customer interactions; Call Centre, Operations, Complaints, Support, Workforce and Training
• Produces concise performance reports and analyses for senior management
• Works closely with Business Risk team to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
• Responsible for setting the strategic business plan and goals for the Marcus UK Customer Care team, to ensure alignment with and support of the business strategy for the UK Consumer business.
• Responsible for setting high standards, with clear strategies to achieve service level agreements
• Management of an growing team (currently approx. 100 headcount), including two senior Direct Reports
• Partner with Engineering to oversee the implementation of technology solutions to support Customers and Operations efficiencies
• Manage contracts and relationships with customers, vendors, partners and other stakeholders for Operations vendors
• Produce concise performance reports and analyses for senior management
• Mentor and motivate teams to achieve productivity and engagement
• Ensure a diverse and inclusive environment which nurtures and develops talent

• Proven experience in leading Call Centre and/or Operational teams, with a minimum of 5 years in a management/senior management role
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Demonstrable experience in coaching teams to achieve expected KPI's using recognised coaching models to achieve this.
• You will be a self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
• Proven ability to lead by example, with a positive attitude
• Excellent communication and interpersonal skills
• Good analytical and problem-solving skills
• Proven delivery of excellent customer experience and advocacy
• Strong customer focus and a good telephone manner
• Good leadership skills and the ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Ability to set, meet and exceed targets
• Ability to manage change

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

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, 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.