Goldman Sachs
Marcus by Goldman Sachs, Customer Operations Manager, Associate, Birmingham
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Shared Services Manager – Marcus by Goldman Sachs
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 ultra-high net worth and high net worth individuals, family offices, foundations and endowments, as well as corporations and their employees.
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. We combine Goldman Sachs’ 150+ years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for millions of customers.
YOUR IMPACT
Are you passionate about customer service, operations, leadership, and using digital tools to provide solutions to retail customers? We’re looking for a Shared Services Manager to support the management of our core business functions, including:
- Recruitment
- Learning & Development
- Knowledge Management (procedures & communications)
- Workforce Management
- Quality Assurance (QA)
This role ensures operational excellence, drives continuous improvement, and fosters a collaborative environment to support Marcus’ strategic objectives.
Key Responsibilities:
- Report to the Head of Delivery and support the execution of action plans and business activities by maintaining high standards and ensuring service level agreements (SLAs) are met.
- Lead Recruitment, Learning & Development, Knowledge Management, Workforce Management, and Quality Assurance teams.
- Collaborate with Shared Services Team Leaders, promoting teamwork across locations.
- Prioritise customer satisfaction while meeting business objectives.
- Support the Shared Services strategy, ensuring alignment with organisational goals.
- Drive process optimisation to enhance efficiency and effectiveness.
- Contribute to training & learning sessions to develop employee skills.
- Maintain compliance with regulatory and company policies.
- Allocate resources and manage work assignments from multiple channels.
- Adhere to quality assurance standards and processes.
- Build stakeholder relationships and facilitate effective collaboration.
- Compile performance reports using data-driven insights to inform decision-making.
- Partner with the Business Risk team to understand controls and escalation procedures.
- Identify opportunities to simplify workflows and improve customer experiences.
- Uphold service level agreements through high standards and team accountability.
- Foster a diverse and inclusive workplace, supporting colleague growth.
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REQUIREMENTS
- 1+ years of experience supporting operational teams, with preference for a team leader or supervisory role.
- Ability to create a positive team environment that boosts customer service agent retention and development.
- Experience in coaching/mentoring colleagues using structured key performance indicators (KPIs) or recognition methods.
- A self-motivated team player, capable of working independently or collaboratively in high-pressure environments.
- Demonstrates professionalism, leading by example with a positive attitude.
- Strong communication and interpersonal skills.
- Basic analytical and problem-solving proficiency.
- Commitment to excellence in customer service.
- Ability to provide guidance and support to team members.
- Meet targets and deadlines consistently.
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ABOUT GOLDMAN SACHS
We believe who you are makes you better at what you do. As a leading global investment banking, securities, and investment management firm, we support our clients, shareholders, and communities with capital, ideas, and people.
Founded in 1869, we are driven by purpose: to help our clients, strengthen our communities, and drive opportunity. Our culture embraces diversity and inclusion through opportunities in training, development, firmwide networks, wellbeing, and personal finance.
Visit GS.com/careers to learn more about our culture, benefits, and professional growth.
Equal Opportunity Employer: Goldman Sachs does not discriminate on the basis of race, colour, religion, sex, national origin, age, veteran status, disability, or any other legally protected characteristic.
We encourage qualified candidates to provide reasonable accommodations during the recruiting process for those with special needs or disabilities via our disability statement.
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