Marcus by Goldman Sachs, Customer Operations Manager, Associate, Birmingham

OUR IMPACT 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.

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retail? We're looking for a Shared Services Manager to support the management of our core business functions. Oversight includes Recruitment, Learning and Development, Knowledge Management (encompassing procedures and communications), Workforce Management and Quality Assurance. This role ensures operational excellence, drives continuous improvement, and fosters a collaborative environment to support the organisation's strategic objectives.

What you'll do:

• Report to the Head of Delivery and support the day‑to‑day delivery of action plans and business activities by maintaining high standards and helping to achieve service level agreements.
• Be responsible for leading our Recruitment, Learning and Development, Knowledge Management (encompassing procedures and communications), Workforce Management and Quality Assurance teams.
• Support and assist the Shared Services Team Leaders, helping to promote teamwork across different locations.
• Maintain a strong focus on customer satisfaction and provide professional, friendly support to customers, while meeting standard business objectives.
• Assist in carrying out the Shared Services strategy in line with organisational goals, supporting your team and wider department as needed.
• Help to improve processes, policies and systems across shared services functions to make them more efficient and effective.
• Contribute to the organisation and delivery of training sessions and learning opportunities to help colleagues develop new skills.
• Ensure compliance with regulatory and company policies in your daily activities.
• Manage work assignments from different channels and help to allocate resources where required.
• Follow established quality assurance standards and processes, ensuring tasks are completed to a high standard.
• Work with colleagues and stakeholders across the business, building positive relationships and collaborating effectively.
• Assist with preparing straightforward performance reports and providing updates to management, using data and feedback to guide your work.
• Work alongside the Business Risk team to understand key controls and follow escalation procedures as necessary.
• Look out for opportunities to simplify tasks, improve customer experiences, and help your team work more efficiently.
• Support the achievement of service level agreements by maintaining high standards in your work and encouraging your team to do the same.
• Contribute to a diverse and inclusive working environment, supporting the growth and development of colleagues.

REQUIREMENTS:

• Experience in supporting operational teams, with at least 1 year in a team leader or supervisory role preferred.
• Ability to create a positive team environment that encourages the retention and development of customer service agents.
• Experience in coaching or mentoring colleagues to achieve key performance indicators using recognised coaching methods.
• Self‑motivated team player with the ability to work well both independently and as part of a team in a busy environment.
• Demonstrate a positive attitude and lead by example in your approach to work.
• Good communication and interpersonal skills.
• Basic analytical and problem‑solving skills.
• Strong commitment to customer service.
• Ability to provide guidance and support to team members.
• Ability to meet set targets and deadlines.
• Collaborative, with a strong sense of integrity and professionalism.

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. We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veteran status, disability, or any other characteristic protected by applicable law.