Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Complaints Data Analytics and Reporting team (CDAR) organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.
The Research and Diagnosis team (RAD) within CDAR is responsible for defining identification criteria and researching customer complaints that have the greatest potential for systemic customer issues and reviewing for potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause and presents their findings LOB leaders, control orgs and committees.
This Business Support Manager 4 will manage the Consumer Lending team responsible for investigating and escalating issues and root causes identified through RAD team research. The teams are responsible for deep dive analysis at individual customer level to ensure we are proactively addressing systemic issues for our customers. The leader will be adept at understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. This leader is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success. The ideal candidate is a seasoned leader with a strong track record of team member engagement, development, motivating and inspiring a team, and enhanced customer focus.
Communicate effective goals to team members
Provides strategic vision on building organizational effectiveness/performance and a customer centric culture
Identify and develop high performing managers for future leadership
Identify opportunities in process, take ownership, and foster continuous improvement
Collaborate with key business leaders to ensure process improvement and ensure appropriate escalation of issues
Ensure all regulatory and policy requirements are adhered to
Remain up-to-date with regulatory and governmental policy changes
Partner with internal lines of business, compliance, and legal as appropriate
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Preferred Locations: Sioux Falls, SD & Des Moines, IA
6+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning
3+ years of management experience
Ability to identify risk exposures and propose solutions
Ability to present complex material in a digestible, consumable manner to all levels of management
Ability to research, compile, and perform complex analysis on critical operational data
Ability to synthesize complex analytical findings into executive level communications
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Excellent verbal, written, and interpersonal communication skills
Strong organizational, multi-tasking, and prioritizing skills
Strong strategic and conceptual thinking skills
Strong analytical skills with ability to draw conclusions and translate findings
Strong risk management leadership skills
Other Desired Qualifications
6+ years of experience with data analysis and documentation
Ability to deliver results with speed and agility
Must be a self-starter with the ability to acquire new concepts and skills quickly
Experience establishing processes and procedures for operational risk efforts.
Demonstrated proficiency in identifying business improvement opportunities and driving completion of tasks, projects, and initiatives
Customer complaints management process experience
Consumer Lending business experience
Ability to travel up to 20% of the time
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA SD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SD
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Internal Number: 5554214-2
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