WEALTH MANAGEMENT

Across 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

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. 

Responsibilities:

• Oversee real-time Phone and Chat queue performance to support service level and operational objectives
• Proactively assess staffing, queue trends, and intraday events to identify risks and recommend timely mitigation actions
• Provide leadership with real-time performance insights, status updates, and business-impact analysis
• Partner with Operations, Workforce Management, Technology, and business stakeholders to resolve service-impacting issues
• Evaluate offline capacity and support prioritization of work activities based on business needs and service commitments
• Investigate and track technical or operational escalations, collaborating with Technology teams to support root cause identification
• Develop ad hoc analysis and actionable recommendations to strengthen operational visibility, decision-making, and efficiency
• Exercise sound judgment, problem-solving, and decision-making skills in a fast-paced and ambiguous operating environment

Qualifications:

• Bachelor’s degree from a recognized institute and with a mandatory minimum of 1 year of WFM real-time management experience.
• Strong analytical and problem-solving skills, with the ability to interpret complex data, identify trends, make timely decisions, and recommend practical, data-driven solutions.
• Ability to work rotational shifts and week offs while operating effectively in a dynamic, fast-paced, and ambiguous environment.
• Self-driven professional with strong ownership, accountability, organizational skills, and the ability to prioritize deliverables, manage deadlines, and execute with urgency.
• Excellent communication and stakeholder management skills across leadership, business partners, and cross-functional teams. 
• Advanced Microsoft Office proficiency and a high degree of professionalism, integrity, and confidentiality.