Goldman Sachs & Co. CWM- Marcus by Goldman Sachs – WFM Forecasting- VP- Richardson, TX or Draper, UT in Draper, Utah
MORE ABOUT THIS JOB
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.
The firm’s 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.
Marcus by Goldman Sachs
Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $90 billion in deposits, $7 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.
RESPONSIBILITIES AND QUALIFICATIONS
As part of the Workforce Management team, you will be responsible for maintaining short-term and long-term forecasts; supporting multiple contact centers, internal and external, across multiple channels, analyzing the trends and revising the forecast. This includes partnering with the WFM teams and business owners to understand drivers, outliers, marketing initiatives and incorporating finance drivers to ensure appropriate staffing levels across the network in both front-office and back-office areas.
We have a fast paced result driven culture and we are looking for individuals who are proactive and can work with a sense of urgency. The candidate should have a sense of ownership and should be able to drive results independently while working on multiple concurrent projects.
Manage the Workforce Management (WFM) team to provide superlative support to business operations
Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities & drive relevant initiatives
Ensure Workforce Management procedures, controls and continuous improvement plans are up to date and effective
Responsible for developing and maintaining multi-channel capacity models to produce long term forecasts (12 mo-5 years) across all business lines, working in partnership with Finance teams, to ensure business delivers on key service level targets across functions
Partner with business stakeholders, training and recruiting to balance staffing against requirements
Create and manage productive hour requirements for external business partners that align with staffing plans and ability to meet KPIs
Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities and drive relevant initiatives
Determine impact of relevant initiatives on inputs to forecasting models.
Bachelor’s degree (U.S. or equivalent) or minimum of 5 years leading Workforce Management teams
Past experience in workforce management forecasting, building and maintaining long-term capacity models, contact center operations preferred
Strong ability to lead and partner in cross-functional teams
Preferred experience with predictive analytics, using SPSS, SAP, R, and/or Python
Advanced critical thinking skills to identify factors with greatest effects on models, and anticipate emerging trends
Demonstrated communication skills and techniques within a fast-paced corporate environment
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, PowerPoint, Word)
Competitive and entrepreneurial spirit with the ability to work under minimal guidance
7+ years of workforce management forecasting experience
Experience in a start-up environment
Experience with Amazon Connect, Verint WFM, LivePerson or other WFM solutions
Experience developing long-term staffing forecasts multi-channel contact centers
Strong knowledge of data and pattern analytics
ABOUT GOLDMAN SACHS
The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world. © The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.
Job ID 2021-75704
Schedule Type Full Time
Function(s) Consumer Banking
Division Consumer and Wealth Management
Business UnitDelivery Centralized
Employment Type Employee