Marcus by Goldman Sachs, Business Process Analyst, Operations - Policies & Procedures, Birmingham

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, providing online 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.

YOUR IMPACT

We're looking for an experienced Business Process Analyst (Operations - Policies & Procedures) that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

What you'll do

This role will focus on working within the Procedures and Communications team focusing across the core operational processes. This role will focus on developing and improving operational processes and procedures, as well as supporting the implementation of change initiatives across the customer support function through knowledge management channels.

• Developing, updating and implementing clear procedures for the contact centre to enhance efficiency, quality, and customer experience


• Manage and create content across knowledge management platforms, ensuring agents have reliable, up-to-date information and talking points


• Collaborating with cross-functional teams to ensure smooth execution, adoption, and training on new or updated processes


• Identify process gaps or inefficiencies and recommend improvements to enhance operational effectiveness and customer experience


• Translate processes into clear documentation, maintaining version control and ensuring changes are communicated effectively


• Support change initiatives and training, helping ensure teams understand and implement new processes confidently


• Communicating findings, recommendations, and updates effectively to stakeholders at all levels


• Conduct periodic audits to ensure procedures remain compliant with internal standards and policies

REQUIREMENTS

• Strong analytical, problem-solving, and communication skills.


• Ability to work collaboratively and drive positive change within a dynamic environment.


• Ability to translate process maps into written, instructional process documents.


• Excellent interpersonal, organisational and communication skills


• Experience of managing information in a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions.


• Exceptional stakeholder management


• A desire to help others work towards deadlines and develop their skills.


• Ability to manage and drive a culture of continuous improvement.


• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.


• Is adaptable, high-energy levels and desire to help others.


• Ability to maintain confidentiality and handle sensitive information


• Experience with document management systems and version control practices

Basic Qualifications

• Minimum of 1 year experience working in a business process analyst role


• Understanding of Process Re-Engineering


• Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials.

Preferred Qualifications

• Experience in a retail banking environment


• Bachelor's degree in business, or a related field

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.

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

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

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

Vacations

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees' priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.