50672BR
Fraud & Claims Ops Manager
Operations
Manila
Philippines
About Wells Fargo
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
Ensures the profitability of the program by driving for the attainment of Client- specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitors performance through proper coaching, outlier management, etc.
Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards for professionalism.
Maintains company-set ratios on staffing to ensure smooth operations of the program. Complements the forecasted call volume of the program with the adequate manpower on the floor periodically checking forecast versus actual call volumes.
Drives for recognition and reward of top-performing employees by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession leadership development.
Provides coaching and mentoring, and carries-out the appropriate disciplinary actions.
Ensures the objective stack ranking of team members in terms of performance to provide a solid basis for performance assessments.
Ensures that all company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Leadership Team.
Liaisons with Top management and the Client regarding the program’s performance. Analyzes the necessary information and translates this to tangible and relevant data on program
Market Skills and Certifications
Graduate of a Bachelor's Degree (4 year course)
At least 7 years of experience as people manager in a BPO set-up
At least 10 years overall experience (Fraud, Financial and Customer Service)
Flexible to work shifting schedule/s
Amenable to work in Taguig City
Leadership Expectations at Wells Fargo
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.
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.
Region
APAC
Location
Metro Manila
