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For Companies At a Glance
- Tasks: Evaluate and improve operational processes to enhance customer support efficiency.
- Company: Join Goldman Sachs, a leading global investment banking firm with a dynamic culture.
- Benefits: Enjoy competitive salary, professional development, and a commitment to diversity and inclusion.
- Why this job: Make a real impact by optimising processes and enhancing customer experiences.
- Qualifications: 2+ years in a business or process analyst role; strong analytical and communication skills.
- Other info: Be part of a supportive team focused on continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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.
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.
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.
- 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.
- Conducting 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.
- Strong time management skills.
- 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.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
Marcus by Goldman Sachs - Policies and Procedures Delivery Analyst - Birmingham employer: WeAreTechWomen
Contact Detail:
WeAreTechWomen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs - Policies and Procedures Delivery Analyst - Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Goldman Sachs, especially those in the Wealth Management division. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to process analysis and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show off your analytical skills during the interview! Be ready to discuss specific examples of how you've improved processes in previous roles. This will demonstrate your ability to drive positive change, which is key for the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the position and highlighting a key point from your conversation can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Marcus by Goldman Sachs - Policies and Procedures Delivery Analyst - Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in process analysis and customer service. We want to see how your skills align with the role, so don’t be shy about showcasing relevant achievements!
Show Off Your Communication Skills: Since this role involves a lot of collaboration and communication, make sure your application reflects your ability to convey ideas clearly. Use straightforward language and structure your documents well – it’ll show us you can communicate effectively!
Highlight Your Analytical Skills: We’re looking for someone who can identify inefficiencies and suggest improvements. In your application, mention specific examples where you've used analytical skills to solve problems or enhance processes. Numbers and results speak volumes!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts!
How to prepare for a job interview at WeAreTechWomen
✨Know Your Processes
Make sure you brush up on your understanding of operational processes and procedures. Familiarise yourself with process mapping and documentation techniques, as these will be crucial in your role. Being able to discuss specific examples of how you've improved processes in the past will really impress the interviewers.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical and problem-solving skills during the interview. Think of scenarios where you've used data to drive decisions or improve efficiency. Be ready to explain your thought process and how you arrived at your conclusions, as this will highlight your ability to contribute to their customer support principles.
✨Communicate Effectively
Strong communication is key for this role, so practice articulating your thoughts clearly and confidently. Prepare to discuss how you've communicated findings and recommendations to stakeholders in previous roles. This will show that you can effectively collaborate with cross-functional teams and ensure smooth execution of processes.
✨Emphasise Customer Focus
Since the role is centred around customer support, be prepared to talk about your passion for delivering exceptional service. Share examples of how you've gone above and beyond to enhance customer experience in your previous positions. This will align perfectly with the company's focus on customer satisfaction and process innovation.
