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

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