Marcus by Goldman Sachs - Policies and Procedures Delivery Analyst - Birmingham

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 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. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

YOUR IMPACT

We’re looking for an experienced Process Analyst that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

JOB SUMMARY & RESPONSIBILITIES

• This role will focus on working within the Procedures and Communications team focusing across the core operational processes.
• This role will focus on evaluating and improving operational processes, documenting procedures, and supporting the implementation of change initiatives across the customer support function.
• Identifying process inefficiencies and areas for improvement within customer support operations.
• Developing, recommending, and implementing process improvements to enhance efficiency, quality, and customer experience.
• Writing clear and comprehensive process documentation and procedures, maintaining version control for use by the broader team.
• Collaborating with cross-functional teams to ensure smooth execution, adoption, and training on new or updated processes.
• Monitoring process changes and assessing their effectiveness, making further refinements as needed.
• Utilising strong analytical and problem-solving skills to support data-driven decision making and process optimisation.
• Communicating findings, recommendations, and updates effectively to stakeholders at all levels.
• Conduct periodic audits to ensure procedures remain compliant with internal standards and policies.

SKILLS

• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively and drive positive change within a dynamic environment.
• A sound understanding of process mapping and writing instructional process documents.
• Proven ability to lead by example, with a positive and proactive attitude.
• Ability to lead teams, drive performance standards and motivate staff.
• Excellent business analytical skills.
• Excellent interpersonal, organisational and communication skills.
• Experience of managing information in a fast-moving environment where there is a requirement to identify problems quickly and implement well considered resolutions.
• Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency around staffing and headcount.
• Exceptional stakeholder management.
• A desire to help others work towards deadlines and develop their skills.
• Ability to manage and drive a culture of continuous improvement.
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.
• Is adaptable, high-energy levels and desire to help others.
• Ability to maintain confidentiality and handle sensitive information.
• Experience with document management systems and version control practices.

BASIC QUALIFICATION

• Minimum of 2 years’ experience working in a business analyst or process analyst role.
• Understanding of Process Re-Engineering.
• Proficient in process mapping applications and software.
• Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials.
• Experience in a retail banking environment.
• Bachelor’s degree in business, or a related field.

PREFERRED QUALIFICATION

• Experience in a retail banking environment.
• Bachelor’s degree in business, or a related field.

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.