Marcus by Goldman Sachs, Back Office Operations Manager, Associate, Richardson, TX or 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, you will serve as a leader of leaders within our Back Office Fulfillment department. In this pivotal role, you will provide strategic direction and high-level oversight to the Team Leaders who report directly to you, ensuring they are equipped to lead their respective Fulfillment Specialist teams with precision. You are responsible for driving operational excellence by empowering your direct reports to maintain rigorous standards of accountability, engagement, and performance. Beyond daily management, you will also focus on high-level workflow optimization, spearheading process enhancements, and directing special projects that align with our long-term operational goals.

Job Summary:

• Responsible for setting team-level strategic action plans, developing vision, setting high standards, and executing to ideas
• Responsible for leading team leaders and their respective teams
• Oversee a high performing operations team to achieve business goals and SLAs
• Maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
• Ensure timely, quality resolution of customer/client inquiries
• Work closely with Compliance to deliver timely and quality written correspondence
• Provide workload management for cross functional teams, ensuring that SLAs are consistently met
• Responsible for hiring of staff and developing key business tactics to ensure department service needs and customer satisfaction levels are achieved
• Proactively resolve potential issues, with escalation when appropriate
• Creates and maintain a team culture with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of standard business objectives
• Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained.
• Drives improvements in business processes, ensures optimal resource utilization
• Delegate for processes, controls, and issues management, including error validation and audits
• Serves as subject matter expert, assists with documenting net new procedures and business process maps

Basic Qualifications:

• Bachelor's degree or relevant years of experience
• Minimum of 3 years of banking or contact center operation experience
• Minimum of 5 years supervisory experience
• Minimum of 3 years of experience managing leaders
• Must be self-directed, self-starter, detail oriented, critical thinker, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
• Proficient in writing skills, including research, outlining, editing, revising, grammar, and sentence structure

Preferred Qualifications:

• Leadership experience in a startup environment
• Experience working with Consumer Complaints, Advocacy, Change Management and/or Compliance Teams

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.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

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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.