Marcus by Goldman Sachs, Process and Procedures, Analyst, Birmingham

• OUR IMPACT
• Across Asset 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 direct-to-consumer business provides digital solutions that help customers save and invest. 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
• As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products 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.

YOUR IMPACT

We’re looking for an experienced Process Analyst that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

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.

What you’ll do:

This role will focus on working within the Procedures and Communications team focusing across the core operational processes. This role will focus on evaluating and improving operational processes, documenting procedures, and supporting the implementation of change initiatives across the customer support function.

Identifying process inefficiencies and areas for improvement within customer support operations

Developing, recommending, and implementing process improvements to enhance efficiency, quality, and customer experience

Writing clear and comprehensive process documentation and procedures, maintaining version control for use by the broader team

Collaborating with cross-functional teams to ensure smooth execution, adoption, and training on new or updated processes

Monitoring process changes and assessing their effectiveness, making further refinements as needed

Utilising strong analytical and problem-solving skills to support data-driven decision making and process optimisation

Communicating findings, recommendations, and updates effectively to stakeholders at all levels

Conduct periodic audits to ensure procedures remain compliant with internal standards and policies

REQUIREMENTS

Strong analytical, problem-solving, and communication skills

Ability to work collaboratively and drive positive change within a dynamic environment

A sound understanding of process mapping and writing instructional process documents

Proven ability to lead by example, with a positive and proactive attitude

Ability to lead teams, drive performance standards and motivate staff

Excellent business analytical skills

Excellent interpersonal, organisational and communication skills

Experience of managing information in a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions

Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency around staffing and headcount

Exceptional stakeholder management

A desire to help others work towards deadlines and develop their skills

Ability to manage and drive a culture of continuous improvement

Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers

Is adaptable, high-energy levels and desire to help others

Strong time management skills

Ability to maintain confidentiality and handle sensitive information

Experience with document management systems and version control practices

Basic Qualifications

Minimum of 2 years’ experience working in an operational support role designing operational procedures and process maps

Understanding of Process Re-Engineering

Proficient in process mapping applications and software

Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials

Preferred Qualifications

Experience in a retail banking environment

Bachelor’s degree in business, or a related field

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., 2026. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.