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Business Support Manager 5/Research and Diagnostics Team (RAD)

Company: Wells Fargo Bank
Location: Columbia
Posted on: March 26, 2020

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application.At 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.The Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.The Complaints Data Analytics and Reporting team (CDAR) organization falls under the Enterprise Complaints Management Office (ECMO) and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.The Research and Diagnostics team (RAD) within CDAR is responsible for defining identification criteria and researching customer complaints that have the greatest potential for systemic customer issues and reviewing for potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause and presents their findings LOB leaders, control orgs and committees.The Business Support Manager 5 is a senior leadership role in the newly formed RAD organization and the candidate will be responsible for build out of the Research teams that align with LOB, Control Executives and Escalated Office within ECMO. These teams will be responsible for deep dive analysis at individual customer level to ensure we are proactively addressing systemic issues for our customers. This leader will be adept at understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. This leader is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success. The ideal candidate will be someone who has experience in setting up and managing large operations team. The ideal candidate is a seasoned leader with a strong track record of team member engagement, development, motivating and inspiring a team, and enhanced customer focus.Leadership:

  • Act as the primary site leader and communicate effective goals to team members
  • Provides strategic vision on building organizational effectiveness/performance and a customer centric culture
  • Identify and develop high performing managers for future leadershipOperational Excellence:
    • Identify opportunities in process, take ownership, and foster continuous improvement
    • Collaborate with key business leaders to ensure process improvement and ensure appropriate escalation of issuesManage Risk:
      • Ensure all regulatory and policy requirements are adhered to
      • Remain up-to-date with regulatory and governmental policy changes
      • Partner with internal lines of business, compliance, and legal as appropriateAs 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.Locations: Preferred locations are posted. May be open to other locations.Required Qualifications
          • 8+ years of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning
          • 4+ years of management experience Desired Qualifications
            • Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
            • Ability to organize and present analysis in a holistic manner for management decisions
            • Knowledge and understanding of complex regulatory/compliance issues and potential solutions
            • Ability to perform advanced research and complex evaluations
            • Ability to exercise independent judgment to identify and resolve problems
            • Ability to think strategically, implement, and deliver business objectives Other Desired Qualifications
              • Experience leading work at an enterprise level
              • Ability to take initiative, identify opportunities and implement change
              • Strong analytical skills with ability to draw conclusions and translate findings
              • Leadership experience within an operational environment with responsibility of a large staff and a focus on continued process excellence, optimizing customer service, customer contact, operations, or operational risk.
              • Complaint management process experienceJob Expectations
                • Ability to travel up to 25% of the time DisclaimerAll 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.

Keywords: Wells Fargo Bank, Columbia , Business Support Manager 5/Research and Diagnostics Team (RAD), Hospitality & Tourism , Columbia, South Carolina

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