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Operational Risk Manager 4

Company: Wells Fargo Bank
Location: Goodyear
Posted on: November 21, 2019

Job Description:

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.Corporate Risk helps all Wells Fargo businesses identify and manage risk. The team focuses on several key risk types, including conduct, credit, financial crimes, information security, interest rate, liquidity, market, model, operational, regulatory compliance, reputation, strategic, and technology risk.The group provides leadership, enhances communications, assists with problem identification and solutions, and shares best practices. In addition, the group provides an enterprise-wide view of risk, assists management and our Board of Directors in identifying and monitoring risks that may affect multiple lines of business, and takes appropriate action when business activities exceed the risk tolerance of the company.TThe Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.The Operational Risk Manager 4 (ORM4) is responsible for 1) establishing and assuring execution of smaller operational risk programs across the enterprise; or 2) establishing and assuring execution of operational risk programs for large to mid-size businesses; or 3) providing operational risk management support to major businesses without direct accountability for execution. Maintains an awareness of the state of operational risk across the enterprise or assigned business(es) and industry; may provide subject matter expertise across the enterprise and/or directly manage enterprise controls for specific functional areas ensures that all business issues are proactively identified and addressed appropriately, escalating where necessary;manages relationships and fosters a team orientation with corporate, business heads, legal, audit and multiple US and non-US regulators; represents the business(es) in the external community, including with senior regulators, elected officials and trade groups.The Contact Center Business Aligned Control Organization is responsible for controls for the Contact Center Organization. - The Contact Center Service Operations ORM4 Control manager is responsible for critical controls for the following:- Controls to perform call center operational reporting and business analytics process- Controls to perform forecasting, scheduling, real time management, staffing analysis and workforce management process- Controls to enhance telephony solutions- Controls for performing change management- Controls for performing telephony operational supportCollaborate with Contact Center business leaders in support of build out of controls for the escalation, complaints, and remediation process.Escalations and complaint management is a critical function across the enterprise which must be soundly managed with the input of multiple lines of businesses. The position is a senior level management role with experience ranging from staffing, forecasting, QA, and training and education.Consult and provide credible challenge on; risk mitigation, control design, control effectiveness for escalation and complaints intake workbooks prior to resolution.This process requires the build out of consistent controls designed for the effective handling of complaints within Contact Centers as well as consultation on active remediation, insuring adherence to corporate policy and standards. Activities include controls for service complaint resolution, escalation, and maintaining documentation within the system of record.Control build out for the oversight of escalations, complaints and remediation activities with escalated resolutions of customer complaints requiring additional attention than is routinely provided by the front end customer service teams. Activities include receiving customer communication, authenticating the customer, determining the customer need, responding to the customer need and /or servicing the customer's account, and escalating where appropriate.Senior manager must strategically communicate the complaints with the PVSI Issues Management team at all times. The focus on the successful remediation of escalations and complaints is one of the company's most critical objectives.Monitor escalations and complaints along with performance metrics, identified issues, due dates, milestones, interim controls, corrective action commitments, T&V / assurance activities and review source systems to ensure accurate record keeping.Report, distribute and review, complaints, escalations, and remediation activities, performance metrics, trends and status updates.Leader will have deep experience in managing critical metrics in an effort to assign appropriate complexity level of complaints. Focus on managing complaints and escalation pipeline, backlog, and standard inventory along with the elimination of backlog on a consistent basis. Will need to evidence strong forecasting tool to manage staff needed to handle complaints and escalation volume.Senior leader must develops robust controls, process, and routine with the Complaints Center Of Excellence. The relationship with the Complaints COE will be critical as the COE is responsible for the successful execution of the company's strategy to properly isolate and handle complaints.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.Location:The preferred locations are listed, however we may consider other Wells Fargo hub locations.Please note: Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

Required Qualifications

  • 10+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 10+ years of IT systems security, business process management or financial services industry experience, of which 5+ years must include direct experience in compliance, operational risk management, or a combination of both
  • 5+ years of management experience

    Desired Qualifications
    • Advanced Microsoft Office skills
    • Excellent verbal, written, and interpersonal communication skills
    • Strong analytical skills with high attention to detail and accuracy
    • Ability to articulate complex concepts in a clear manner
    • Ability to interact with all levels of an organization
    • 10+ years of call center customer service and sales experience in the financial services industry
    • A BS/BA degree or higher

      Other Desired Qualifications
      --- Ability to follow written documentation for security events and identified remediation efforts--- Experience with tracking, monitoring and implementing corrective actions or information security exceptions for Operational Risk or a combination of both.--- Strong knowledge of complaints management and the handling of escalations and associated remediation.--- Knowledge and experience of contact center channel specific risks, applicable policies, procedures, risks, (phone, e-mail, ivr, correspondence, virtual customer interactions)--- Advanced experience with SHRP navigation and reporting and Microsoft Office--- Ability to interact with all levels of an organization and provide credible challenge--- Project Management experience supporting technology and various cross channel risks and technology--- Advanced experience with call forecasting workforce optimization software--- Ability to provide credible challenge--- Strong documentation skills creating process flows, risk mapping/anchoring

      Job Expectations
      • Ability to travel up to 25% of the time

        Street Address
        DE-Wilmington: 2200 Concord Pike - Wilmington, DE
        AZ-PHX-Central Phoenix: 100 W Washington St - Phoenix, AZ
        IA-Des Moines: 800 Walnut St - Des Moines, IA


        Disclaimer

        All 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, Goodyear , Operational Risk Manager 4, Executive , Goodyear, Arizona

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