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
Department Overview
The ECMO-CDAR (Complaints Data Analytics ad Reporting) is a customer data and analytics center of excellence. It has a robust infrastructure that fully supports the lines of business and coordinates across them. It is a support for line of business leadership, leveraging technology to effectively manage risk. The team provides an understanding of customer pain points in a more proactive and consistent manner and delivers a more holistic view of customer concerns with real near time understanding of emerging and systemic issues through a deeper identification of customer concerns through root cause analysis. The team is responsible for consolidated, integrated, and consistent reporting and analysis to Well's Fargo business lines, Operating Committee, and Board of Directors.
About the Role
The Operations Supervisor 2 for ECMO - CDAR will supervise teams comprising approximately of 10 Operations Analysts working on complaints management (complaints identification and escalation). Supports in process expansion, staffing, and new hire training. Takes a lead role in developing and implementing best practices. Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
Responsibilities
- Directly manage a team comprising Operations Analysts 2, Operations Analysts 3, Operations Analysts 4, and Business Procedure Writer 2.
- Plan, execute and be responsible for people, process and other business components.
- Cultivate a continuous improvement culture across for front line teams.
- Inspire teams to strive for Service Excellence while aligning to Well Fargo's Vision and Values.
- Develop a culture of coaching and skill development for direct reports.
- May interact and/or negotiate with senior level business partners in EGS and Wells Fargo US.
- Flexible to work in shifts, go on business travels (if required) and open for lateral opportunities as per the business requirements.
- Take a lead role in developing and implementing best practices related to team's performance.
- Increase effectiveness of staff and tools by recognizing opportunities for development.
- Develop metrics to measure growth and performance of the department.
- Interface with India and stateside managers on production, quality and security guidelines.
- Conduct performance reviews.
- Interpret complex data and create Business MIS.
- Provide direct guidance to the team members.
- Possess a proven track record of setting up the teams in operations.
- Spearhead continuous improvement.
Market Skills and Certifications
Requirements
- B.A./B.S. College Degree (4 years)
- 5+ years of operational leadership experience. With relevant years of monitoring experience; quality assurance; quality checks; escalated customer complaints knowledge.
- With knowledge in US financial regulations
- Exhibits solid numerical and detail oriented skills
- Strong stakeholder management and stateside partnership skills
- Strong problem solving skills and time management skills
- Strong team influence skills to perform at the highest levels of accuracy, quality, and efficiency
- Passion for team member cultivation and skill development
- Strong communication, planning, and organization skills
- Amenable to work on the night shift
- Amenable to work in McKinley Hill, Taguig
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.
