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Wholesale Operations Post Close Functional Leader Customer Care

Company: Wells Fargo
Location: Des Moines
Posted on: September 12, 2019

Job Description:

Job DescriptionAt 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.Wholesale Banking provides financial solutions to businesses across the United States and globally. Our four major business lines include Corporate & Investment Banking, Commercial Banking, Commercial Real Estate, and Wells Fargo Commercial Capital. We also have groups in credit risk, group risk, finance, marketing, human relations, and the Wholesale Chief Operating Office that support our businesses.The Wholesale Operations Functional Leader for Customer Care will report to the Head of Wholesale Operations Post Close Functional Leader. The operations leadership role will drive the strategy, business process design and execution for all loan maintenance activities supported across Wholesale operations. In partnership with lines of business, technology and transformation leaders, this role will be responsible to optimize and deliver a best in class customer care process that achieves simplification, standardization and efficiency across all the platforms.Key Areas this role will focus on: Drive cross-functional partnership and collaboration to determine go-forward strategy to align with the overall shared services delivery model. Develop execution road map that aligns with operations, transformation and technology initiatives. Engage senior leaders across all the businesses to understand requirements, develop shared service level agreements and deliver process metrics to drive process transparency. Determine organizational and location strategy while continuing to execute day-to-day service delivery requirements. Create best in class operational excellence culture across diverse team. This leader will need to lead the customer care organization as well as act as a key member of the Wholesale Operations senior leadership team. This role will have accountability for interacting and collaborating with all Wholesale Operations leaders to ensure full transparency and awareness. This person will engage with all leaders up and down-stream in the operations flow to ensure loan maintenance teams are in tempo with all areas of the organization. This leader will interact regularly with all business lines they serve and act as a liaison with ops risk including internal and external audit partners. Will act as the visionary who will partner and collaborate across Wholesale and ops risk to build a best in class organization. This leader will have 6-8 direct reports and 200+ indirect reports.TBD - The preferred locations for this position are TBD, however, other this role has the flexibility to be located in any major Wells Fargo location.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.Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit s risk appetite and all risk and compliance program requirements.Required Qualifications6+ years of management experience8+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project managementOther Desired Qualifications Excellent verbal, written, and interpersonal communication skills 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning 6+ years of management experience in a planning environment Experience managing managers across multiple locations 8+ years financial services experience Ability to travel up to 30% Demonstrated ability to manage risk across a large, and complex organization Demonstrated ability to manage a large global organization across various locations including off-shore location Demonstrated ability to engage and collaborate with across multiple product sets in different lines of business 2+ years experience in the oversight of strategic development of systems, processes, and people resulting in strong operational efficiencies and output. Experience providing expertise and insight into financial services work, performance, metrics, etc. across all levels of leadership Extensive experience in formulating and approving policies, procedures which directly impact the business line and may affect the entire company Lead efforts to provide increased operational efficiency, standardization, and outstanding customer service to bankers and external customers across all loan operations sites Be a visible leader, developing strong partnerships with front office leaders, and providing outreach to internal customers and partners to effectively jointly serve our external customers. Solid understanding and experience with commercial loan/credit approval process within a large, multi-line of business financial institution. Experience implementing complex, multi-year implementation programs. Ability to initiate and mobilize large-scale organizations Demonstrated success in implementing strategic change in a complex business model. Proven ability to develop and build strong relationships across a matrixed environment. Domain in a shared services environment and ability to mobilize teams. Ability to execute offshore capabilities Extensive knowledge of determining customer requirements, driving service level agreements and operational metrics.Solid understanding and experience with commercial loan/credit approval process within a large, multi-line of business financial institution.Job ExpectationsAbility to travel up to 30% of the timeStreet AddressNC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NCMN-Minneapolis: 600 S 4th St - Minneapolis, MNIA-Des Moines: 666 Walnut St - Des Moines, IATX-SA-Stone Oak: 300 E Sonterra Blvd - San Antonio, TXCO-Denver: 1601 Blake St - Denver, CODisclaimerAll 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. Associated topics: call center manager, customer service manager, expertise, gerente de servicio, lead, review, service manager, supervisor, team manager, telephone

Keywords: Wells Fargo, Des Moines , Wholesale Operations Post Close Functional Leader Customer Care, Accounting, Auditing , Des Moines, Iowa

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