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Goldman Sachs & Co. CIMD - Marcus by Goldman Sachs - Workforce Management Lead- VP- Draper/ Richardson in Draper, Utah

MORE ABOUT THIS JOB

CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)

The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

CONSUMER

Consumer, externally known as Marcus by Goldman Sachs, is comprised of the firm’s digitally-led consumer businesses, which include our deposits and lending businesses, as well as our personal financial management app, Clarity Money. Consumer combines the strength and heritage of a 150-year-old financial institution with the agility and entrepreneurial spirit of a tech start-up. Through the use of machine learning and intuitive design, we provide customers with powerful tools that are grounded in value, transparency and simplicity to help them make smarter decisions about their money.

RESPONSIBILITIES AND QUALIFICATIONS

RESPONSIBILITIES AND QUALIFICATIONS

  • Manage the Workforce Management (WFM) and Analytics team to provide superlative support to Deposits business operations

  • Ensure business delivers on key service level targets across phone, chat and back office functions

  • Partner with business stakeholders and operation management team to proactively identify improvement opportunities and drive relevant initiatives

  • Ensure Workforce Management procedures, controls and continuous improvement plans are up to date and effective

  • Ensure existing reports are maintained

  • Partner with stakeholders to create new reports to support business functions

  • Produce analytical insights to resolve business problems

  • Manage team of WFM and Analytics professionals

  • Be responsible for mission control & BCP management

  • Be responsible for on-going organizational structure reporting for business leaders

  • Understand interactions among cross-functional partners with relevant Technology stakeholders to conduct system testing

QUALIFICATIONS

  • 10 + years’ experience in leading analytics functions and workforce management teams in a contact center setting

  • Demonstrated communication skills and techniques within a fast-paced corporate environment

  • Experience developing action plans to improve business processes

  • Ability to handle multiple projects and deadlines without sacrificing professionalism

  • Ability to build and maintain relationships while leading critical business projects

  • Strong judgment and comfort with ambiguity

  • Strong proficiency with Tableau, Business Objects, and SQL

  • Strong PC skills required (Excel, Access, PowerPoint, Word)

  • Competitive and entrepreneurial spirit with the ability to work under minimal guidance

  • Willingness to manage and be the front face of the team

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.© The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Job ID2019-53942

Schedule TypeFull Time

LevelVice President/Executive Director

Function(s)Consumer Banking

RegionAmericas

DivisionConsumer and Investment Management Division

Business UnitDelivery Centralized

Employment TypeEmployee

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