Business Systems Consultant Manager 3 - Recovery Manager

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 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.

Consumer and Small Business Banking is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The Consumer and Small Business Banking organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers.

The Operations Incident & Recovery Team (OIRT), is seeking a dynamic leader for our Transaction Recovery team. This position manages a Business Systems Consulting staff that, as a liaison between the line of business and the technical organization, plans, conducts and directs analyses of technological solutions for moderately complex to complex applications that may impact multiple lines of business and/or products and systems. This successful leader will oversee and facilitate evaluation of business requirements, recommending and directing the implementation of appropriate technological alternatives; provide specialized, in-depth technical expertise and consultation to business and systems management.

The Business Systems Consulting Manager will manage staff to ensure effective design, analysis, project management, programming, training, implementation, and maintenance of enhancements. Additional responsibilities include reviewing and recommending technology policy and assisting in the systems planning process; identifying risk factors and establishing and implementing appropriate controls; developing RFPs including the responsibility for vendor oversight and selection as appropriate. May prepare and/or administer a budget.

Position Responsibilities:

• Management of a specialized geographically dispersed team of Business Systems Consultants including team member development, coaching, performance management and all human resource related deliverables.
• Drives to understand customer impact, partnering with product, technology and operations to advocate for and design rapid recovery solutions to minimize customer impacts.
• Lead end-to-end Recovery production standards and service evolution including the related policies, procedures, tools and artifacts, to ensure high quality service delivery and audit trails are evidenced through balancing & reconciliation.
• Tracks and evaluates performance of the recovery service, identify root cause trends, risk factors and proactively drives to enhance the control environment.
• Minimizes risk and exposure through compliance with enterprise policies, standards and controls.
• Provides management of relationships and integration/implementation of initiatives with cross functional business partners, recognizing the significance of competing priorities and strategies, and adjusting as necessary.
• Acts as a catalyst for change to support ongoing processing efforts, continuous process improvements or required organizational changes.
• Oversees development of business & system requirements, testing planning, implementation and production checkout for changes to primary systems and other projects as assigned, including procedures and communications for enterprise wide audience of key stakeholders including executive audiences.
• Leads & participates in Business Process Mapping, Control Reviews, Business Continuity Planning & related risk deliverables on behalf of the business unit as a priority.
• Works with functional management to obtain resources, influence outcomes, address conflict and ensure alignment with WF strategy/policies and business line objectives.
• Supports short and long range projects impacting the line business and operations unit, ensuring the strategic plans are executed for the entire operations unit.
• Administers scheduling of 24x7 On Call Support and provides primary escalation support for customer impact issues.
• Position leads a team that provides after-hours support on a rotational basis.
• Flexibility to address incidents as needed 24 hours a day
• Create a fun and challenging work environment.

The successful candidate will possess advanced adaptability required to work in a fast paced environment and will be expected to develop and maintain effective partnerships within and across businesses to foster an environment that results in highly energized and engaged teams.

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.

Selected candidate will be required to work within one of the following Wells Fargo locations: Shoreview, MN; Sioux Falls, SD; Charlotte, NC; Tempe, AZ; West Des Moines, IA. Relocation assistance is not available for this position. This is currently a remote position but may require the team member to return to the office after the enterprise evaluation of the return-to-office strategy.

**Department hours: Our department’s business hours are from 5:00 am PT – 4:30 pm PT.

**Position is subject to the Required Absence to comply with the Sensitive Positions Policy. Selected candidate will have option of alternate work assignments for required absence period

• 10+ years of information technology experience
• 5+ years of management experience in a technology environment

• Excellent verbal, written, and interpersonal communication skills
• Ability to interact with all levels of an organization
• Experience designing or developing automated solutions to business problems
• Ability to direct and oversee escalated technical troubleshooting and complex analysis efforts for prompt recovery of major issues
• Ability to identify key issues, involve affected parties, design solutions, obtain buy-in, and communicate effectively through resolution
• Ability to identify risk factors and ensure enactment of appropriate controls
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to research, compile, and present critical operational data in executive summaries
• Customer service focus with the ability to listen to customer needs and recommend solutions
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Management experience in a virtual or remote environment
• Ability to provide leadership to a 24/7/365 escalation coverage environment
• Experience in problem analysis, solution implementation, and change management
• Ability to lead and operate collaboratively, execution focused, and results oriented
• Ability to translate and present complex data in a manner that educates, enhances understanding, and influence decisions
• Process efficiency experience, including process assessment and recommendations for improvement
• Ability to transform a team while delivering superior results and execution

• Working knowledge of Operations production processing environments including Hogan Systems
• Experience using a wide range of Business Intelligence and Robotic Process Automation tools. (i.e., Teradata, Tableau, Monarch, or other emulation, data mining software or automation software including Foxtrot, UiPath and/or Blue Prism)
• Experience with posting & settlement channels for demand deposit, time deposit and credit card products
• Familiarity with Operations applications including: RE, AXCIS, eTran, OIB & First Data Resources
• Experience with mid to large-scale process transformation initiatives
• Managing deployment and ongoing management and resolution of technical issues

• Ability to travel up to 5% of the time
• Ability to work on call as assigned
• Ability to work outside of regular business hours

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN
AZ-Tempe: 1330 W Alameda St - Tempe, AZ
SD-Sioux Falls: 3401 N 4th Ave - Sioux Falls, SD
IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA

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.