Marcus by Goldman Sachs, Process and Procedures, Analyst (Fintech)

Location: Birmingham, West Midlands, England, United Kingdom; onsite at the Birmingham office

Company

Marcus is hirify.global' online consumer banking business, providing digital savings products and banking experiences to individual consumers.

What you will do

• Evaluate customer support operations and identify process inefficiencies and improvement opportunities.
• Develop, recommend, and implement process improvements that enhance efficiency, quality, and customer experience.
• Write, maintain, and version-control operational procedures and instructional documentation.
• Collaborate with cross-functional teams on process changes, adoption, and training.
• Monitor the effectiveness of process changes, refine procedures, and support data-driven decisions.
• Conduct periodic audits to ensure procedures comply with internal standards and policies.

Requirements

• At least 2 years of experience designing operational procedures and process maps in an operational support role.
• Strong analytical, problem-solving, communication, interpersonal, organizational, and stakeholder management skills.
• Understanding of process re-engineering and proficiency with process mapping applications.
• Experience with document management systems and version control practices.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Ability to manage sensitive information, work independently and collaboratively, and drive continuous improvement.

Nice to have

• Experience in a retail banking environment.
• Bachelor's degree in business or a related field.

Culture & Benefits

• Training and development opportunities and firmwide professional networks.
• Benefits, wellness, personal finance, and mindfulness programs.
• Commitment to diversity, inclusion, and reasonable accommodations during the recruitment process.