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**Marcus by Goldman Sachs, Back Office Team Lead | Analyst | Richardson, TX** is seeking a dedicated **Team Lead** to manage and supervise a team of 10-15 representatives in Richardson, TX. In this **Analyst** role, you'll drive team performance, provide guidance, and ensure customer satisfaction while achieving service level targets. Key responsibilities include: - Lead and manage a team of representatives, fostering a customer-focused environment. - Monitor performance, provide coaching, and address performance issues. - Create schedules, assist with interviews, and mentor team members. - Collaborate with QA teams and drive process improvements. - Offer guidance to management on real-time operational performance. The ideal candidate will have: - Associates or Bachelor's degree, or equivalent work experience. - Minimum of 2 years of customer service experience. - Minimum of 3 years of supervisory experience. - Strong understanding of customer service, KPIs, and process improvements. - Strong analytical skills and experience with Microsoft Office (Word, Excel, PowerPoint). **Preferred qualifications** include leadership experience in a startup environment, service experience, and project management experience. Apply now and join **Marcus by Goldman Sachs**'s dynamic team, offering a comprehensive benefits package.
- Compensation
- Not specified USD
- City
- Richardson
- Country
- United States
Currency: $ (USD)
Full Job Description
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.
Job Summary:
Lead, manage and supervise the day-to-day operations of a team of 10-15 representatives
Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate and addressing performance and behavioral issues as they arise
Train, provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives
Establish schedules for team members
Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
Conduct weekly one-on-ones and bi-monthly staff meeting, as well as on-the-spot coaching / feedback
Monitor and assign cases and work closely with the QA teams to manage ongoing professional and personal development of operations team members
Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives and SLAs
Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
Recommend and drive improvements in business processes, ensure optimal resource utilization, and audit compliant administrative process and strategy
Assist in project planning and identification of issues by monitoring projects and delivering the improvement/process on time
Basic Qualifications:
Associates or Bachelor's degree or equivalent work experience
Minimum of 2 years customer service experience
Minimum of 3 years in supervisory experience for external candidates
Strong understanding of the customer service experience, KPIs (AHT, QA, Adherence, SLAs) and process improvements
Must be self-directed, detail oriented, driven and able to work independently in a team-oriented and fast paced environment and have a positive attitude
Strong analytical skills
Experience with Microsoft Office (Word, Excel, PowerPoint)
Preferred Qualifications:
Leadership experience in a startup environment
Service experience
Project management experience
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.
