Job Description

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Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Consumer

The firms Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

RESPONSIBILITIES AND QUALIFICATIONS:

RESPONSIBILITIES AND QUALIFICATIONS

Your Impact

We are seeking an experienced leader who will be part of a fast paced and growing Operations servicing team through digital and phone channels, dedicated to oversee the Vendor Relationship Operations for our Deposits and Checking products and services.

Ideal candidate must have experience in the operations management of financial services contact centers across multiple customer interaction channels including web, mobile, chat and phone. Candidate must have extensive experience in all aspects of vendor relationships, with the ability to make key decisions on design and delivery of a world class customer service organization.

Responsibilities

• Define business requirements and develop a business case for vendor engagement
• Manage day-to-day relationship with the vendor and apply correct level of oversight based on vendors risk tier and commercial rating
• Prepare and review performance reports with vendors, where applicable
• Track and manage risks and communicate incidents/performance issues to proper teams
• Ensure adherence to contractual SLAs and KPIs
• Ensure appropriate evidence exists to support compliance with the policy and program requirements
• Work across sites to ensure seamless delivery of service to a growing customer base
• Grow and develop a highly engaged team environment & drive positive culture
• Create 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
• Grow and manage business process outsourcing vendors (on/off shore) to enable business growth with an eye towards excellent customer service with efficiency

Requirements:

• 10+ years of experience with vendor relationship management of external suppliers and multi-site operations
• 10+ Experience in electronic/online banking or contact center operations
• Experience with capacity planning across multiple providers
• Relevant industry expertise in a large scale operation
• Broad-based knowledge of all aspects of servicing and operations including applicable regulatory requirements
• Ability to communicate effectively with senior leadership as well as contact center leadership team
• Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience
• Experience with Third Party Risk Management

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 .

Were committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:

The Goldman Sachs Group, Inc., 2021. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

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