Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham

Overview

In this role, you will lead the complaints function within Goldman Sachs’ wealth management support teams, driving timely, high-quality resolutions for customer concerns across channels. You will coach and develop complaints specialists, act as senior escalation for complex cases (including fraud), and partner with legal, compliance, and cross-functional teams to improve processes and risk controls. You’ll produce insights to reduce complaints and enhance customer advocacy, while maintaining audit-compliant procedures in a fast-paced environment. This position offers an opportunity to shape customer-centric operations at a leading global financial institution.

Responsibilities

• Oversee management and reporting of customer complaints (Executive Complaints and Financial Ombudsman)
• Provide leadership, coaching and development to complaints specialists
• Act as senior escalation point for complex inquiries and fraud cases with timely resolution
• Ensure timely acknowledgement and ongoing communication with customers during the process
• Manage end-to-end resolution of complaints within set timescales
• Collaborate with legal, compliance, and cross-functional teams to improve efficiency
• Provide regular/root cause complaint reports for management and regulatory purposes
• Maintain high focus on customer satisfaction while achieving business objectives
• Recommend process changes to reduce complaints and enhance experience
• Drive process enhancements, optimise resources, ensure audit-compliant procedures
• Identify tech enhancements impacting operations and assist in tech requirements
• Allocate workloads across channels for efficiency
• Conduct internal quality audits and support corrective actions
• Own risk controls for complaint processes and collaborate with risk managers
• Identify new issues/risks and implement controls

Key requirements

• Understanding of complaint regulations (e.g., DISP) and complaints management in a regulatory environment
• Self-directed, high-performance, able to work independently or in fast-paced teams
• Proven leadership by example and positive attitude
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Track record of delivering excellent customer experience and advocacy
• Strong customer focus and professional telephone manner
• Ability to lead teams and drive performance standards
• Leadership and staff development capability
• Desire to help others reach targets and develop skills
• Ability to set, meet and exceed targets
• Ability to manage change
• Minimum 5 years customer service experience (≥2 years in complaints)
• In-depth product knowledge across Banking and Savings in retail banking

• leadership
• communication
• problem-solving
• regulatory knowledge (DISP)
• root cause analysis
• quality assurance and audits

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