Marcus by Goldman Sachs, Back Office Operations Manager, Associate, Richardson, TX/Draper, UT

Marcus by Goldman Sachs

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.

About the role

As a Back Office Operations Manager overseeing the Legal Document Review team, you will serve as a leader of leaders, providing strategic direction and high-level oversight to the Team Leaders who report directly to you. In this specialized capacity, you are responsible for driving operational excellence across critical legal workstreams, including Probate, Escheatment, and Power of Attorney (POA) document reviews. You will empower your direct reports to maintain rigorous standards of accuracy, compliance, and performance while acting as a strategic architect-optimizing complex legal workflows, mitigating operational risks, and directing high-impact initiatives that align with the firm's long-term governance and resilience goals.

Responsibilities

• Oversee a high-performing operation teams to achieve business goals in customer service and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
• Prioritize objectives and implement strategies to achieve company initiatives as part of the leadership team
• Responsible for managing and ensuring the accuracy and efficiency of all document review processes
• Responsible for identifying and mitigating risks associated with all document review processes including the Escheatment process
• Collaborate with Legal stakeholders to achieve mutual goals and proactively resolve potential issues, and escalations
• Form and lead internal teams, providing guidance and mentorship as needed
• Drive improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Perform root cause analysis following events and partner with key stakeholders, including Product and Engineering, to put in additional controls as needed
• Create executive level presentations on an ad hoc basis, concisely and effectively communicating to senior management with visual representation of analysis and proposals for necessary enhancements
• Assist in documenting business requirements that can drive business process improvements and simplification

Basic Qualifications

• Bachelor's degree
• Strategic vision with the ability to execute
• Demonstrated leadership presence and maturity
• Back Office experience related to Probate document review, Escheatment, and Power of Attorney documents
• Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting
• Excellent written and verbal communication skills
• Executive-level presentation skills
• Ability to handle high-level client interactions and/or escalations
• Strong interpersonal, relationship-building, and negotiating skills
• High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint
• Ability to learn quickly and adapt to projects and deadlines
• Must be self-directed, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

Prior experience must include the following:

• Minimum of 3 years of banking or contact center or back-office operations experience
• Minimum of 5 years supervisory experience and managing others

Preferred Qualifications:

• Master's degree (Business, Data Analysis, Finance, Computer Science, Information Systems, Information Technology Management or 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. Learn more about our culture, benefits, and people at GS.com/careers.

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Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.