Marcus by Goldman Sachs - Vendor Relationship Management - Analyst, Richardson, TX/Draper, UT

About the position

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing high-yield savings accounts and Certificates of Deposit (CDs) 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, and is recognized as the largest pure online bank, delivering a fully digital experience without physical branches. Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience.

Responsibilities

  • Manage business process outsourcing vendors (onshore/nearshore/offshore) supporting customer calls and online chat interactions with an eye towards excellent quality, customer service and efficiency
  • Conduct site visit to Vendor locations for quarterly audit as it relates to the Statement of work for BPO Partner: GS Client Review Physical Location set up to ensure site continues to meet the Floor Set up and Agent Equipment Check list outlined in the Site Readiness Check list Review the Vendor’s Physical Security and Cyber Risk Mitigation Protocols are in line with GS standards Conduct side by side observations on agents supporting customer calls and online chat interactions Conduct discussion meetings with leadership and agents Conduct debrief session with Vendor Senior leaders on observations and remediation plans for findings Document site visit notes in GS Data base for historical reference
  • Contact Center Management oversight
  • Provide leadership direction and oversight of Analysts responsible for supporting multiple vendor relationships
  • Work across the Transaction Disputes Intake and Fraud Servicing businesses to facilitate consistency in performance execution, customer satisfaction and regulatory compliance.
  • Ensure adherence to contractual SLAs, KPIs and any contractual and regulatory requirements
  • Work with business functions and cross-divisional stakeholders (e.g., technology, operational, legal, compliance and vendor risk) to identify and implement solutions.
  • Review and provide recommendations regarding business process opportunities
  • Facilitate issue identification and provide recommendations for effective and timely resolution to business.
  • Provide consistent coaching and direction to vendors through multiple communication channels and routines
  • Track and manage risks and communicate incidents/performance issues to proper leaders and business partners including Legal, Risk and Compliance teams
  • Grow and develop a highly engaged team & drive positive culture
  • Creating a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction
  • Support complex problem solving and dispute resolution
  • Ensure compliance with established policies and procedures across multiple cross functional teams and processes
  • Some travel required

Requirements

  • Associate’s degree or equivalent work experience
  • Minimum of 1 year in current role
  • Strong understanding of customer service experience and process improvements
  • Strong understanding of contact center metrics
  • Must be self-directed, detail oriented, driven, and able to work independently in a team-oriented and fast-paced environment and have a positive attitude.
  • Attention to detail as it relates to SOW, Contracts, Invoicing
  • Project Management skill set to launch, exit or transition Contact Center Operations with new and existing vendors

Nice-to-haves

  • Bachelor’s degree in business or a related field
  • Leadership experience in a startup environment
  • Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred.

Benefits

  • training and development opportunities
  • firmwide networks
  • benefits
  • wellness
  • personal finance offerings
  • mindfulness programs
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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