Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About Wells Fargo India Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.
The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.
Wells Fargo Virtual Channels (WFVC) serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves about 27 million customers through our digital channels and support about 5.8 billion customer interactions annually through digital and contact centers.
WFVC is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. PVSI's focus is on delivering the next generation of payments capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.
Business Analyst will lead analysis efforts supporting the strategies and priorities of the WFVC Contact Center, Contact Center of the Future, and the Contact Center ecosystem. We are looking for a highly motivated and collaborative person who can work with all levels of the organization, senior business and technology leaders, and product, operations and finance managers. As a Senior Digital Consultant, you will leverage a consultative approach to enable business teams to meet our customer and internal stakeholder needs, developing a solution based approach to planning. This person will work with the Customer Relationship Management team on initiatives for Contact Center Platforms.
Act as a liaison between the business client and technical organization by planning, conducting, and directing the analysis of complex business problems solved through strategic eCommerce-based solutions (e.g., Intranet and Internet).
Lead requirements elicitation sessions to understand business problems and how proposed system enhancements address them while assessing impact to existing functionality and business processes
Be part of a scrum team and participate in daily standups, lead grooming sessions, author user stories, attend size/commit sessions, provide feedback in retrospectives
Be responsible for producing business requirement artifacts – including Use Cases, Business and Message Rules, User Stories, Supplemental (Non-Functional) Specifications, and collaborate with User Experience Group for User Interface Design Specifications – for the large and complex projects.
Be engaged throughout the whole project life-cycle, from Inception through post-Install Transition.
Work directly with all levels through to senior management across the organization and be considered as a high-level expert.
Candidates should be self-starters, able to multi-task, work well under tight deadlines, and be comfortable working with technical and business teams.
Market Skills and Certifications
6+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting
2+ years of Agile experience
7+ years of consultative business analysis experience
Ability to manage multiple or large technology infrastructure functions with a focus on driving complex projects requiring participation of cross-functional groups
Experience leading a business requirements process with both technical and business partners
Experience with Agile project methodologies
Ability to develop partnerships and collaborate with other business and functional areas
Experience with the JAMA requirements management tool
Knowledge and understanding of contact center environment (phone, email, online, digital) with emphasis on customer strategies
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
Ability to negotiate, influence, and collaborate to build successful relationships
Solid conflict management and decision making skills
Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
Financial services industry experience
A BS/BA degree or higher
1+ years of experience in Agile framework
Knowledge and understanding of Use Cases
Experience with Jira/Rally/Agile Central
Experience with Behavior Driven Development (BDD) Tools such as Cucumber, Selenium
Ability to present effectively to both business and technical audiences at all levels of the organization
Ability to present and communicate effectively thru remote virtual tools like Skype/Lync, WebEx
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Internal Number: 49113BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo