Marcus by goldman sachs, product manager, associate, london Work, Jobs (with Salaries)

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Marcus by Goldman Sachs, Contact Centre QA Manager, Associate, Birmingham

Goldman Sachs -
Birmingham

Apply Now

Job details

Full-time

Benefits

Employee assistance programme

Qualifications

Microsoft Powerpoint
Microsoft Word
Microsoft Excel
Customer service
Analysis skills
Quality assurance
Bachelor's degree
Organisational skills
Business
Communication skills
Banking

Full job description

OUR IMPACT
Across Asset 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. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products 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.

YOUR IMPACT

We’re looking for an experienced Contact Centre QA Manager 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 quality experience and skills, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

What you’ll do:

Develop and implement the overall QA strategy, ensuring alignment with organisational goals and regulatory requirements.
Manage and support the QA Team Leader, fostering a collaborative culture across multiple sites.
Set, monitor and enhanced QA standards, ensuring accuracy in scoring, calibration and service delivery.
Identify opportunities to streamline processes, improve customer journeys, and drive operational efficiency, encouraging your team to do the same.
Present findings, trends and action plans to senior stakeholders, providing clear insights through monthly forums and reports.
Proactively manage risk ensuring compliance with internal policies and regulations.
Track and analyse performance metrics, KPIs and targets ensuring achievement and identifying areas for improvement.
Effectively allocate resources to meet business needs while balancing team workloads and priorities.
Manage and collaborate with stakeholders across the business, building strong relationships.

REQUIREMENTS

Previous experience of managing other managers
Experience managing a QA function
Proven ability to lead by example, with a positive 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 quicky and implement well considered resolutions
Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency
Exceptional stakeholder management
A desire to help others work towards targets 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
Ability to manage your own workload whilst balancing the needs of the business and your team
Is adaptable, high-energy levels and desire to help others
Experienced in using QA tools

Basic Qualifications

Minimum of 2 years’ experience in working in Quality Assurance role
Minimum of 1 years’ experience leading and managing performance of a team
Understanding of Management Information reporting and KPIs
Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials

Preferred Qualifications

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. 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. : https://www.goldmansachs.com/careers/footer/disability-statement.html

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

We Offer Best-In-Class Benefits

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

Holiday & Vacation Policies

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.

Opportunity Overview

CORPORATE TITLEAssociate

OFFICE LOCATION(S)Birmingham

JOB FUNCTIONDigital Operations - Management

DIVISIONAsset & Wealth Management

Apply Now

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