About the position

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) 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, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches. Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Responsibilities

• Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards excellent quality, customer service and efficiency
• Conduct site visit to Vendor locations for quarterly audit as it relates to the Statement of work for BPO Partner: GS Client Review Physical Location set up to ensure site continues to meet the Floor Set up and Agent Equipment Check list outlined in the Site Readiness Check list Review the Vendor’s Physical Security and Cyber Risk Mitigation Protocols are in line with GS standards Conduct side by side observations on agents supporting customer calls and online chat interactions Conduct discussion meetings with leadership and agents Conduct debrief session with Vendor Senior leaders on observations and remediation plans for findings Document site visit notes in GS Data base for historical reference
• Contact Center Management oversight
• Provide leadership direction and oversight of Analysts responsible for supporting multiple vendor relationships
• Work across the Transaction Disputes Intake and Fraud Servicing businesses to facilitate consistency in performance execution, customer satisfaction and regulatory compliance.
• Ensure adherence to contractual SLAs, KPIs and any contractual and regulatory requirements
• Work with business functions and cross-divisional stakeholders (e.g., technology, operational, legal, compliance and vendor risk) to identify and implement solutions.
• Review and provide recommendations regarding business process opportunities
• Facilitate issue identification and provide recommendations for effective and timely resolution to business.
• Provide consistent coaching and direction to vendors through multiple communication channels and routines
• Track and manage risks and communicate incidents/performance issues to proper leaders and business partners including Legal, Risk and Compliance teams
• Grow and develop a highly engaged team & drive positive culture
• Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction
• Support complex problem solving and dispute resolution
• Ensure compliance with established policies and procedures across multiple cross functional teams and processes
• Some travel required

Requirements

• Associate’s degree or equivalent work experience
• Minimum of 1 year in current role
• Strong understanding of customer service experience and process improvements
• Strong understanding of contact center metrics
• Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast-paced environment and have a positive attitude.
• Attention to detail as it relates to SOW, Contracts, Invoicing
• Project Management skill set to launch, exit or transition Contact Center Operations with new and existing vendors

Nice-to-haves

• Bachelor’s degree in business or a related field
• Leadership experience in a startup environment
• Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred.

Benefits

• training and development opportunities
• firmwide networks
• benefits
• wellness
• personal finance offerings
• mindfulness programs