Asset & Wealth Management Operations - USD Delivery BO Mgmt - VP

MARCUS BY GOLDMAN SACHS

The firm s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

YOUR IMPACT

We are looking for a dynamic, results driven Senior Leader with strong subject matter expertise and extensive people and process management experience, to lead our Marcus Deposits Back Office team across Bengaluru and Hyderabad. The ideal candidate will engage in business operations and possess strong analytical and communications skills to work collaboratively and effectively with various global stakeholders.

As part of this role, you will be responsible for day-to-day management of Marcus Deposits Back Office functions including service levels, quality, and customer experience results in addition to the design and development of Deposits process for new consumer products. The role will involve working closely with Fraud Strategy, Operations, Products, Technology, Compliance and Legal teams to develop processes and controls to help mitigate risk, increase operational efficiency, and ensure positive customer experience. The role entails the following responsibilities:

• Providing day-to-day oversight to Marcus Deposits back-office teams across procedures, training, and staffing processes
• Identifying improvement opportunities, optimizing processes, guidelines and driving QA enhancements
• Developing dashboards and control reports to support the management of the business
• Collaborating with partners to implement process and controls
• Liaising with strategy teams to identify trends and opportunities for process improvements
• Working effectively with relevant stakeholders to ensure compliance and regulatory requirements are met at all times

JOB SUMMARY AND 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
• Collaborate with stakeholders to achieve mutual goals and proactively resolve potential issues, with escalation as appropriate.
• Form and lead internal teams, providing guidance and mentorship as needed
• Drives 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 necessary following events
• 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
• Leadership presence and maturity
• 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 negotiation 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 5 years of banking or contact center operation experience
• Minimum of 10 years supervisory experience and managing other leaders

PREFERRED QUALIFICATIONS

• Experience in a retail banking environment/Insurance environment