Business Support Manager 3

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 Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.

The ECMO Quality & Risk team is actively searching for a Business Support Manager to join an exciting new leadership team. This senior leader position will be responsible for and lead the team that will manage the Exam & Issue Management (E&IM) Operations Team.

Responsibilities Include:
The Leader of this team will be responsible for partnering with the ECMO Risk and QA Leaders and the Executive Office Leaders in developing, deploying and maintaining E&IM Program. The role requires:

• Development of Exam and Issue Management Procedures, Processes, JAs, Routines, Tools Development
• Process Improvement
• Team Capacity Management and Operational Excellence
• Team Training and Development
• Team Metrics and Performance Tracking
• Exam/Issues Management Team Communications and Web Presence

The Candidate:
Mature leader with proven critical thinking and analytical skills and demonstrated senior operational credibility. Successful candidates will be articulate and possess a demonstrated leadership capability; they will be impressive in their inter-personal effectiveness and with regard to their accomplishments. It requires a leader with strong relationship management, influencing, vision, operational, analytical and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, people skills and personal accountability for driving results.
Specifically, we seek:

• Leadership: Proven ability to establish and gain buy-in for an idea or vision, define stretch goals that are attainable and directly support business goals, and garner enthusiastic support across the organization to accomplish the goals. Proven they demonstrate critical, broad thinking skills.
• Problem Solving: Ability to visualize, articulate, and solve problems. Accurately analyzes complex issues, ensuring identification of underlying root causes. Demonstrates the ability to solve problems under conditions of uncertainty and ambiguity. Generates alternative solutions and expertly handles obstacles.
• Professional Skills: Capable prolific communicator that is comfortable working with a wide variety of corporate executives, sales, marketing, engineering, operations, customers and business partners. Proven teamwork skills; excellent interpersonal, written and oral communication skills.
• Creativity and Innovation: Able to think creatively and critically to identify opportunities to uniquely and effectively meet customer needs. Strong ability to assess market and competitive conditions and to develop creative, break-through approaches supporting improved customer experiences and operational efficiencies.
• Analytical Thinking: Obtains and uses data necessary to identify opportunities or understand problems; uses quantitative techniques to make it actionable.
• 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.

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.

• 4+ years of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning
• 1+ year of management experience

• Ability to interact with integrity and a high level of professionalism with all levels of team members and management

• Advanced Microsoft Office skills
• Ability to think strategically, implement, and deliver business objectives
• Process Design, Analysis, and Improvement
• Knowledge and understanding of workforce management planning and execution
• Strong relationship management skills
• Leadership skills including the ability to influence effectively in a matrix environment• Experience in performance coaching, developing and delivering change and working through deployment and leading of coaching
• Experience managing a large-scale development program
• Demonstrated success managing and supporting a team through organizational, transformational and cultural change with experience articulating examples of how they have effectively driven and lead organizational change through to successful execution.
• Ability to “connect the dots” across multiple business requirements.
• Strong partnership and collaboration skills with proven ability to manage effectively in a matrixed organization, developing partnerships with many business and functional areas and identifying trends, opportunities and gaps in the business.
• Displays business process and technology leadership skills and experience associated with complex change initiatives
• Proven success using quantitative techniques to turn data into actionable imperatives
• Advanced knowledge of organizational procedures, operations and applicable compliance rules and regulations
• Experience of leading complex projects and successfully driving change.
• Ability to exercise independent judgment and creative problem solving techniques and possess critical thinking skills

• Ability to travel up to 10% of the time

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC

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.