Marcus Goldman Sachs, Delivery Workforce Planning and Manager, Vice President

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 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

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providingonline savings products 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.

Job Summary

We are seeking an experienced and dynamic workforce management leader to join our team to be responsible for managing the workforce requirements and high volume hiring process for the Marcus by Goldman Sachs Delivery team globally. The customer focused contact center and fraud operations is the front line of the business and ensuring we are sufficiently resourced is critical to supporting the growth of the business.

This role will ensure the successful build out of teams across India, UK and US, ensuring we are appropriately resourced, streamlining the process and ensuring we are positioned as an employer of choice.

Responsibilities

Strategy: partner with Delivery management to develop, maintain and execute short and long-term workforce plans to meet high growth demands of the business including goals, timelines, milestones and approach

Improvement: identify areas for improvement in forecasting and hiring process, implementing enhancements to streamline and optimize

Collaboration:

partner with Delivery, Finance, Marketing and HCM partners to ensure hiring requirements and execution meet business growth plans and initiatives, delivering on key service level targets

Reporting: provide regular reporting to senior stakeholders relating to the delivery center forecasting, resource plan and hiring process (candidate flow, pipeline, issues management)

Risk Management:

manage resource plan execution, identify blockers and partner with stakeholders to optimize processes

Operational process management: ensure system updates, roles opened and sourcing in accordance with resource plans

Skills

Experienced in forecasting and managing short and long-term resource plans, contact center operations preferred

Experienced in project management, including end-to-end process design, execution, monitoring, risk identification and mitigation

Self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

Excellent interpersonal, organizational, verbal and written communication skills

Demonstrates confident and clear leadership including experience meeting and presenting to senior executives

Analytical skills, including advanced critical thinking skills to identify factors with greatest effects on models and anticipate emerging trends

Experience in designing, reporting and delivering on KPIs

Ability to prioritize based on business needs and adaptable to changing needs and requirements

Strong customer focus and commitment to delivering exceptional service

Strong problem solving skills and experience in identifying and resolving issues

Basic Qualifications:

Degree educated or relevant experience

Minimum of 5-7 years of experience in managing workforce resource plans, including predictive resource modeling, execution, and communication with senior levels

Minimum of 5 years of leadership experience, managing and developing a team

Experience in project management including process design, improvement, execution, and KPI reporting

Experience meeting with and presenting to senior executives, demonstrating strong executive presence

Strong skills in Microsoft Office (Excel, PowerPoint, Word, Access)

Strong judgment and comfort with handling multiple projects and deadlines

Preferred Qualifications

Experience in a digital or retail banking environment (deposit products would be ideal)

Experience developing staffing forecasts and plans for multi-channel, multi-provider contact centers

Preferred experience with predictive analytics (SPSS, SAP, R and/or Python)

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.

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