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 Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
About Enterprise Complaints Executive Office
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. Consumer Lending Complaint Executive Office is responsible for complaint management for escalated complaints for the Executive Office of Home Lending, Auto Lending, Personal Lines and Loans and Educational Financial Services.
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
◦Bachelor's degree ◦Banking/financial services experience ◦Advanced Microsoft Office skills ◦Good understanding of Retail or Business Banking compliance controls, risk management and loss prevention ◦Experience in Operational Risk Management in Financial Services Industry ◦Effective leadership ability to drive successful execution of strategic plans; ability to plan, prioritize and set goals. Must possess strong collaborative skills ◦Demonstrated ability to execute effectively in a matrixed organization, develop partnerships with many business and functional areas ◦Possess a current/valid Passport and Visa ◦Ability to handle multiple tasks and meet tight deadlines ◦Strong analytical and problem solving skills ◦Ability to multi-task and prioritize in a rapidly changing environment ◦Team player and enjoy supporting and achieving team goals ◦Self-starter and take pride and ownership of all tasks assigned ◦Demonstrated high integrity, tenacity and sense of urgency with previous positions ◦Ability to work overtime, weekends and holidays if required ◦Intermediate Microsoft Office skills ◦Strong analytical skills with high attention to detail and accuracy ◦Excellent verbal, written, and interpersonal communication skills ◦Solid understanding of Wells Fargo enterprise-wide policies and procedures ◦Knowledge of Consumer Credit Solutions and its regulatory environment ◦Demonstrated experience in Universal Workstation ◦Exceptional relationship-building and team collaboration skills ◦Adept at working in a fast paced and constantly shifting environment ◦Experience with Microsoft Office Suite ◦Demonstrated excellent verbal and written communication skills ◦Strong analytical and problem resolution skills ◦Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality ◦Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing and managing pipeline effectively ◦Demonstrated 3+ year experience in at least one of the following systems: FDR, ECaR, and/or UW
◦3 - 5+ 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.
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: 50735BR
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