Marcus by Goldman Sachs, Operations MI Analyst, 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.

We’re looking for an Operations MI (Management Information) Analyst who will be responsible for delivering high-quality data analysis and reporting to support the effective management of our operations function including our call centre operations. This role plays a crucial part in driving performance improvements, identifying trends, and providing actionable insights to management teams. The ideal candidate will possess strong analytical skills, a keen attention to detail, and the ability to communicate complex information clearly to stakeholders.

If you work in an operational environment producing high-quality data reports and have strong collaboration, MI analyst and Data Entry skills, we want to hear from you.

What you’ll do:

• Collect, analyse, and interpret operational data from multiple areas, including servicing teams, payments operations, complaints, financial crime, back‑office processing, and call centre/performance data.
• Produce accurate, timely MI reports and dashboards that support operational, regulatory, and strategic decision‑making across the call centre.
• Develop, enhance, and maintain reporting tools (e.g., Power BI dashboards, automated Excel/SQL reporting) ensuring data integrity and alignment with business priorities.
• Monitor key operational KPIs such as productivity, volumes, quality metrics, SLA performance, turnaround times, customer outcomes, and error rates — including call centre KPIs such as call volumes, AHT, ASA, service levels, and agent productivity.
• Provide reporting packs and ad‑hoc deep‑dives, highlighting trends, risks, variances, and opportunities for performance improvement.
• Support operational forecasting, capacity planning, and scenario modelling using historical and real‑time data.
• Partner closely with operational leaders, transformation teams, risk & compliance, and technology to improve data flows, reporting processes, and insight generation.
• Contribute to regulatory, audit, risk and governance reporting, ensuring alignment with FCA expectations and internal operational risk frameworks.
• Present insights clearly to technical and non‑technical stakeholders at all levels.
• Ensure all MI processes and outputs adhere to governance, data quality, security, and confidentiality standards.

Requirements:

• Proven experience in a similar MI analyst, data analyst, or reporting role within a retail banking, financial services operational or call centre customer service environment.
• Strong proficiency in data analysis tools and software, such as Microsoft Excel, SQL, Power BI, Tableau or equivalent reporting platforms.
• Demonstrable ability to manipulate, interpret, and present large data sets accurately and efficiently.
• Excellent attention to detail, organisational, and time-management skills.
• Effective communication skills, with the ability to convey complex data insights to non-technical stakeholders.
• Solid understanding of call centre KPIs, operations, and performance metrics.
• Experience with forecasting, capacity planning or workforce management and resource planning tools is advantageous.
• Ability to work independently and as part of a collaborative team.
• High level of integrity and commitment to maintaining data confidentiality.
• Analytical mindset with a proactive approach to problem-solving.

Basic Qualifications:

• Proficient in Microsoft Excel, SQL, Power BI, or equivalent reporting platforms.
• Familiarity with contact center metrics such as AHT, ASA and shrinkage.

Preferred Qualifications:

• Familiarity with regulatory compliance requirements (e.g., GDPR) within a call centre context.