Delivery Workforce Planning and Hiring Process Manager, Vice President

Marcus by Goldman Sachs

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.

About the role

We are seeking an experienced and dynamic workforce management leader to join our team to be responsible for managing the workforce requirements and high volume hiring process for the Marcus by Goldman Sachs Delivery team globally.  The customer focused contact center and fraud operations is the front line of the business and ensuring we are sufficiently resourced is critical to supporting the growth of the business.   This role will ensure the successful build out of teams across India, UK and US, ensuring we are appropriately resourced, streamlining the process and ensuring we are positioned as an employer of choice.  

Responsibilities 

• Strategy: partner with Delivery management to develop, maintain and execute short and long-term workforce plans to meet high growth demands of the business including goals, timelines, milestones and approach

• Improvement: identify areas for improvement in forecasting and hiring process, implementing enhancements to streamline and optimize

• Collaboration: partner with Delivery, Finance, Marketing and HCM partners to ensure hiring requirements and execution meet business growth plans and initiatives, delivering on key service level targets

• Reporting: provide regular reporting to senior stakeholders relating to the delivery center forecasting, resource plan and hiring process (candidate flow, pipeline, issues management)

• Risk Management:  manage resource plan execution, identify blockers and partner with stakeholders to optimize processes

• Operational process management: ensure system updates, roles opened and sourcing in accordance with resource plan

Skills 

• Experienced in forecasting and managing short and long-term resource plans, contact center operations preferred

• Experienced in project management, including end-to-end process design, execution, monitoring, risk identification and mitigation

• Self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment

• Excellent interpersonal, organizational, verbal and written communication skills

• Demonstrates confident and clear leadership including experience meeting and presenting to senior executives 

• Analytical skills, including advanced critical thinking skills to identify factors with greatest effects on models and anticipate emerging trends

• Experience in designing, reporting and delivering on KPIs 

• Ability to prioritize based on business needs and adaptable to changing needs and requirements

• Strong customer focus and commitment to delivering exceptional service

• Strong problem solving skills and experience in identifying and resolving issues

 Basic Qualifications: 

• Degree educated or relevant experience 

• Minimum of 5-7 years of experience in managing workforce resource plans, including predictive resource modeling, execution, and communication with senior levels

• Minimum of 5 years of leadership experience, managing and developing a team

• Experience in project management including process design, improvement, execution, and KPI reporting

• Experience meeting with and presenting to senior executives, demonstrating strong executive presence

• Strong skills in Microsoft Office (Excel, PowerPoint, Word, Access) 

• Strong judgment and comfort with handling multiple projects and deadlines 

Preferred Qualifications 

• Experience in a digital or retail banking environment (deposit products would be ideal) 

• Experience developing staffing forecasts and plans for multi-channel, multi-provider contact centers

• Preferred experience with predictive analytics (SPSS, SAP, R and/or Python)

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. 

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