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 the Department
The Enterprise Complaints Executive Office is accountable for driving execution of the Wells Fargo Complaints Management Policy through available customer channels. Escalated Complaint Executive Offices work in tandem with the LOB Executive Complaints offices to assure consistency and continuous alignment on policy and procedure requirements, as well as, change management and quality/risk reviews. They collaborate on relevant complaint metrics and identify ways to deliver continuous improvement opportunities. They lead and advise business leaders on capacity and risk matters, specifically those designed to control high risk complaints as both the line of business and enterprise level.
About the role
The Quality Manager will be responsible for:
Managing an Executive Resolution Quality Assurance group or department that supports multiple types of executive resolution transactions and case reviews within the most complex inventory types in a functional area.
Frequent contact with equivalent level managers and represents department to senior management.
Developing and administering budgets, schedules, and performance standards for the group
Managing a team of Quality Managers who support multiple types of executive resolution transactions and case reviews within multiple inventory types in a functional area.
Providing direction ensuring that quality standards are maintained and identifying solutions to correct problems.
Conducting independent and objective supervision within the quality group, ensuring strong and appropriate service, compliance and operational behaviors, activities and practices are followed while providing guidance, consultation and advice on performance trends, triggers and results, including direction, leadership and guidance to ensure successful implementation and execution of ECMO initiatives/ practices relating to controls and efficiencies.
Understanding the risks that are present in their area of responsibility and evaluate the effectiveness of managing those risks.
Market Skills and Certifications
5 - 8+ years of overall experience in large financial companies of which :
3+ years of compliance and/or operational risk management (includes experience with direct accountability for compliance or operational risk) or any combination
2+ years of people management experience
Excellent analytical, critical thinking and problem-solving skills
Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex
Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization
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.
Internal Number: 50533BR
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