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

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• Document site visit notes in GS Data base for historical reference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
• Create a culture of continuous improvement, focusing on systems to measure and improve customer satisfaction
• Ensure compliance with established policies and procedures across multiple cross functional teams and processes

Qualifications

• 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
• 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
• Leadership experience in a startup environment
• Contact Center Management, Vendor Management, Business Process Outsourcing (BPO), Supplier Management, Category Management experience preferred