29/01/2020
Wells Fargo
Taguig
About the Department
The Enterprise Complaints Executive Office is accountable for driving ex*****on 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 Post-Self Assurance Quality Manager will be responsible for managing a team of Executive Resolution Quality Assurance Analysts that supports multiple types of executive resolution transactions and case reviews within multiple inventory types in a functional area.
Responsibilities
Supports the development, implementation and monitoring of a customer complaint quality reviews designed to identify, assess and mitigate operational risk that arises from inadequate or failed internal processes, people, systems or external events.Coordinates production of periodic performance reports for senior management.Partners, collaborates and develops strong relationships with other Senior Leaders in the ECMOInfluence and improve performance of the team, conduct, identifying opportunities to improve processes, policies, and tools.Works with the business unit and provide expertise and consulting for high-risk projects and initiatives.Consults with business to develop corrective action plans and effectively manages change.Building, leading, engaging, and developing a team of Quality Assurance Analysts. This includes:Ensuring assigned team members are completing work accurately and timelyDay-to-day supervision of team’s performanceCoachingPerforming functional task with higher complexitiesAssisting manager to review team performanceLeading and/or participating and providing consultation for projects and initiatives risk to identify and mitigate operational risk or process improvements in business activities.Identifying training opportunities; designs/coordinates the development of training materials and coordinates or delivers training.Determining root cause and identifying appropriate solutions to correct and/or escalate problems.Providing guidance to subordinates, peers, and business partners on complex issues in order to mitigate risks to the bank.Participating in short- and long-term strategic initiatives to support business goals and department objectives.Developing business presentation materials in a clear and concise manner and conveying complex topics simply andreasonablyTalent management and acquisition activities
Market Skills and Certifications
College Graduate3 - 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 combination2+ 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.Demonstrated ability to attract, retain, develop and motivate high performing professionals and teams.Ability to lead through adversity and adjust to changing priorities
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.
