Marcus by Goldman Sachs, Business Analyst, Associate / Vice President, Birmingham
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 US and the UK offering 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.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. Marcus are expanding into Europe, offering Irish customers competitive savings rates, ease of use and great customer service, backed by the legacy of a strong financial brand.
YOUR IMPACT
We’re looking for a Business Analyst professional to join our Operations team who wants to use their skills and ideas to create customer facing and agent solutions, with a track record of providing operational solutions within regulatory environment.
What you’ll do:
Support the Product Owner and Head of Delivery in designing processes and developing suitable systems for the Marcus Operations team
Interact with Internal Clients and application development teams across Treasury, Product and Technology teams
Works closely with Development and Testing teams to define requirements, document acceptance criteria, clarify issues and sign off test scripts
Document business operating procedures ensuring all stakeholder requirements are considered and inputted whilst maintaining operation efficiencies
Work closely with Marcus Delivery to understand pain points and propose improvement options
Design wireframes and mock-ups to support Marcus user requirements
Design process maps and flows to support customer centric agent solutions
Identify improvement opportunities in our processes and facilitate inclusion in the agent product roadmap
Involves working closely with wider stakeholders across Legal, Compliance and FCC teams
Follow-up on open issues and obtain resolutions
Troubleshoot and escalate problems to the Product Owner and business managers as required
Work with Customer Support team to build a strong understanding with established policies, procedures and authority levels across multiple cross-functional teams and processes
Work closely with Training team to demonstrate new functionality for the agent platform, establish quality issues and ensure this is embedded into the training policies
Deputises for Product Owner as required
REQUIREMENTS
Ideally 8 years of professional experience with 5 years of direct experience working across product and operational design
In depth understanding of Business Analysis, preferably within Retail Banking environment
Understanding of the European and IRE regulatory environment
In-depth knowledge of management, regulatory policies and legal requirements
Demonstrable ability to deliver on large-scale programs with regulatory impact
Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
Collaborative with strong communication and delivery skills
Experience in a regulated and audited service environment
Experience of working directly with regulators