AWM, Marcus, Contact Center Vendor Management, Senior Analyst, Dallas/ Salt Lake City

YOUR IMPACT

Vendor Relationship Management partners with Strategic engagements sourcing partner with businesses to foster a competitive (and diverse) vendor environment which mitigates risk and maximizes value. Strategic Sourcing role is to drive informed procurement decisions that create sustainable value at optimal cost. In addition, Sourcing is responsible for helping develop vendor management programs, drive spend compliance through tools and infrastructure and influence increase in diverse spend across the firm.

OUR IMPACT

Wealth Management

Across 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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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

The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

Vendor Relationship Management

Vendor Relationship Management is responsible for sourcing and managing third party relationships for Marcus across all business lines in an effort to obtain the right products and services from the right vendors at optimal terms. The team is focused on obtaining best value, minimal risk, and accretive solutions for our customers, the firm and Marcus. This team offers a unique opportunity to strategically guide third party engagements for one of the newest digital finance brands in the industry. On this team, you will apply your sourcing subject matter expertise primarily to Technology deals but will also support other spend categories. You will have a direct ability to optimize vendor spend and manage third party risk to make Marcus successful and in turn help to disrupt financial services for millions of customers.

HOW YOU WILL FULFILL YOUR POTENTIAL

• 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
• 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
• Create a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction.
• Support complex problem solving and dispute resolution
• Some travel may be required

SKILLS & EXPERIENCE WE'RE LOOKING FOR

Basic Qualifications

• Associate's degree or equivalent experience
• Minimum of 1 years 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

Preferred Qualifications

• Bachelor's degree in finance or a related field
• Leadership experience in a startup environment

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 GS.com/careers.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

The Goldman Sachs Group, Inc., 2023. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity