Marcus Goldman Sachs, Back Office Team Lead | Analyst | Richardson, TX Richardson Analyst

Marcus by Goldman Sachs, Back Office Team Lead | Analyst - Richardson, TX

Marcus is the online consumer banking arm of Goldman Sachs, offering high-yield savings accounts and CDs directly to individual consumers.

Lead, manage and supervise the day‑to‑day operations of a team of 10‑15 representatives. Monitor and evaluate team performance, rewarding behaviors and addressing issues as they arise. Train, provide direction and enforce policies to help staff achieve departmental goals. Establish schedules, assist with interviewing and selection, and serve as a role‑model/mentor.

Conduct weekly one‑on‑ones and bi‑monthly staff meetings, and provide on‑the‑spot coaching and feedback. Monitor and assign cases, and work closely with QA teams to manage professional and personal development of operations team members. Create and maintain a focus on customer satisfaction while meeting business objectives and service level agreements.

Provide hands‑on assistance to team members and act as an escalation point for customer issues and complaints. Guide the management team on real‑time operational performance and recommend improvements to processes, resource utilization, and audit compliance. Assist in project planning, identify issues, and deliver improvements on time.

• Associate’s or Bachelor’s degree or equivalent work experience.
• Minimum of 2 years of customer service experience.
• Minimum of 3 years of supervisory experience for external candidates.
• Strong understanding of customer service experience and KPIs such as AHT, QA, adherence, SLA.
• Self‑directed, detail oriented, driven, able to work independently in a team‑oriented and fast‑paced environment. Positive attitude.
• Strong analytical skills.
• Experience with Microsoft Office (Word, Excel, PowerPoint).

• Leadership experience in a startup environment.
• Service experience.
• Project management experience.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, or any other characteristic protected by applicable law.