51679BR
Resource & Support Center Consultant
Business Information Mgmt
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
About Wells Fargo Philippines
Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila.
Department Overview
The Enterprise Program and Project Management Delivery was established by the Enterprise Project Transformation (EPMT) effort that was launched in 2017 to enhance the ownership, organizational structure, standardization, and oversight of project management functions across the company. Significant change in how Wells Fargo governs, organizes, manages and executes projects is vital, not only to improve the efficiency and effectiveness of our projects, but also to reduce our operational risk
About the Role
The role is a senior level professional responsible for multiple functions. This role is responsible for managing a team of consultants in the EPD Resource & Support Center. This role will also be considered a lead consultant supporting the enterprise portfolio delivery community by responding to inquiries regarding EPD Methodology, Tools, Training, etc. This means delivering exemplary service via inbound inquiries from our team members, and serving as an experienced subject matter expert for all areas supported by the Resource & Support Center answering inquiries regarding the EPD Tool, Enterprise Project and Program methodologies, Program and Project Management Policy, Quality Assurance, and other related topics. This role will report to an onsite manager in Wells Fargo Philippines. 50% of time performing admin manager functions for onsite team and 50% of time working Resource & Support Center inquiries and requests.
Responsibilities:
Manage EPD team consisting of both Resource & Support Center (RSC) and Quality Assurance Business Support Consultants. Manager responsibilities may include:
Time tracking and daily attendance records
Conduct performance reviews using feedback from functional manager
Coaching, mentoring, and setting behavioral expectations using functional playbook
Track and monitor RSC tickets and assist with quality checks to ensure timeliness, accuracy, and completeness
Help ensure the team has the processes, tools, and training needed to be successful
Working out of a queue to research and respond timely to inquiries and requests
Providing specialized technical knowledge and training support for the EPM Tool
Answering escalated EPM Tool tickets that require additional research
Trouble-shooting tickets to identify initial root cause and impact analysis
Providing PM guidance and consultation, answering PM policy, methodology, and adherence questions that require additional research
Partner with PMs, PM managers, PM Community of Practice (PMCoP), and EPD partners and/or leadership to research customer inquiries
UAT Support
Market Skills and Certifications
Essential Qualifications:
6+ years of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services
Graduate of any Bachelor’s Degree
Desired qualifications:
Ability to manage direct and matrixed resources
Strong organizational, multi-tasking, and prioritizing skills
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to take initiative and work independently with minimal supervision in a structured environment
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
Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
Customer service focus with the ability to listen to customer needs and recommend solutions
Excellent verbal, written, and interpersonal communication skills
Knowledge and understanding of project management methodologies: creation of business cases, project initiation, development of comprehensive business requirements, and identification of project interdependencies, risk analysis, and implementation
Knowledge and understanding of technology support: ticketing workflow systems, in a production environment, perform root cause and impact analysis
Strong analytical skills with high attention to detail and accuracy
Project Management Institute Certification (PMI)
Experience with Waterfall and Agile project methodologies
Subject matter expertise in EPM Tool/CA PPM
Subject matter expertise in Jira Service Desk
Subject matter expertise of the Enterprise Project Management Methodology
Strong knowledge of Resource capacity management and Program/Project Financial management
Experience in a demanding, time-constrained customer service environment such as a help-desk, call center, or customer service/complaint desk
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
