Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Consumer

The firms Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

Responsibilities

• Manage the Workforce Management (WFM) scheduling specialist team to deliver on expected service levels for both Phone & Chat functions
• Oversee the forecasting, scheduling, and implementation of WFM policies
• Partner with business stakeholders and operation management team to resolve critical workforce management gaps and continue to polish the policy
• Create and document Workforce Management procedures for the team and Delivery Center to enforce unified floor coverage and prevent unwarranted behaviors
• Oversee and rectify innovative provisioning processes and workflow to define an efficient and systematic onboarding process for new hires and internal transfers
• Own and deliver on-going organizational structure reporting for business leaders
• Understand interactions among cross-functional partners with relevant Technology stakeholders to conduct system testing and departmental entitlement

Qualifications

• Past experience in Forecasting and Real-Time workforce management, contact center operations preferred
• Demonstrated communication skills and techniques within a fast-paced corporate environment
• Experience developing action plans to improve business processes
• Ability to handle multiple projects and deadlines without sacrificing professionalism
• Ability to build and maintain relationships while leading critical business projects
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, Access, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance
• Willingness to manage and be the front face of the team

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.

Were 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

The Goldman Sachs Group, Inc., 2021. All rights reserved.Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity