Wealth Investment Management Executive Office Complaints Leader

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

This position leads the WIM Executive Complaints Team, which handles the highest risk complaints as well as identified Line of Business complaints. The role requires a coach that will drive behaviors to ensure a seamless and quality customer experience while mitigating risk and identifying opportunities to improve and optimize processes as the Enterprise Complaints Management Executive Office matures and moves to a stable business as usual environment, while also achieving our commttment to “customers and clients first”. Additionally, this role is responsbile for complying with the requirements agreed to with regulators per consent order language.

Lead escalated complaint operations for WIM EO. In our continued evolution to become an industry leading complaints organization, we are forming a team of highly-specialized employees who can adapt to changes in complaints volume and business priorities. This group will be part of the overall Commercial, Investment, and Centralized Executive Office (CICEO), and the leader will report directly to Martin Sundquist. This leader will lead an organization that manages escalated complaints deemed as EO as well as identified complaints at deemed LOB in nature. As volume and demands dictate, enabling flexibility to react quickly to changing market conditions. This leader will ensure the business best serves customers, and manages to the complaint business requirements and expectations in a consistent and standard manner while complying with all relevant regulatory requirements.

Responsibilities Include:

• Leadership of WIM EO
• Develop and implement staffing plans that manage capacity needs and provide for adequate staffing levels and can attract and hire the best talent in the industry ensuring diverse candidate pools at all levels.
• Ensure effective and appropriate training programs and policies and procedures are in place for team members so job duties and responsibilities are clearly understood, regulatory reporting requirements are met and team members have the information and resources they need to perform.
• Ensure processes are working properly service level agreements are adhered to and regulatory obligations are met
• Gaining a deep understanding of the products and services available to our clients and customers
• Providing relationship management functions as resources are deployed to areas in need
• Provide executive level leadership and the businesses supported continual updates on the state of operation and areas of improvement and areas of success
• Work closely with others in resolving issues related to specific products and initiatives
• Provides daily support, timely and thorough resolution of escalated issues, and manages conflicts to assure client confidence and satisfaction.
• Manages projects, troubleshoots problematic issues, develops business solutions and follows up on operational, technical, transition and growth issues.
• Successful execution of the Complaints Management Policy, appropriate escalation and controls, including regulatory reporting obligations, along with deeper identification of customer concerns through root cause analysis for specific products and services.
• Accountability for the consistent execution of customer complaint management processes and procedures and successful deployment of a new integrated Enterprise Complaints Management Platform.
• Gain effectiveness and efficiency in the sharing, sourcing, and procurement of new tools and resources for complaints management.
• Determine and drive change management needs in all aspects of complaint management requirements.

"Meet” our team members and receive an authentic view of what it’s like to work for Wells Fargo. Copy and paste this video URL into a new browser tab to view: https://www.youtube.com/watch?v=hmen7-0Ihbk&list=PL1wnNCsFZfFVW7aXdtLBFvYrHynSOJcL0&index=4&pbjreload=101 .

As an Employee 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 employees feel included, valued, and supported to do work that energizes them.
•Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

• 10+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management
• 8+ years of management experience

• Ability to think strategically, implement, and deliver business objectives
• Ability to effectively partner and influence at the executive level
• Experience in problem analysis, solution implementation, and change management
• Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change
• Ability to translate and summarize complex data into understandable, actionable information and recommendations
• Ability to evaluate risks and the impact of decisions on an overall organization

• Series 7 license
• Series 24 license
• 10+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management 8+ years of management experience.
• Proven ability to provide leadership to an operations team and/or a customer service center.
• Strong partnership and collaboration skills in a change driven environment 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.
• Experience leading teams across multiple locations including managing managers, while exhibiting proven skills in teaching, coaching, mentoring and development of strong teams.
• Demonstrated success managing 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.
• Displays business process and technology leadership skills and experience associated with complex change initiatives.
• Experience leading cross enterprise, cross functional and/or multi-business operations
• Proven success using quantitative techniques to turn data into actionable imperatives.
• Advanced knowledge of organizational procedures, operations and applicable compliance rules and regulations.
• Ability to exercise independent judgment, creative problem-solving techniques and critical thinking skills.

• Ability to travel up to 25% of the time

To be determined

MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO
MN-Saint Louis Park: 400 Highway 169 S - Saint Louis Park, MN
UT-Salt Lake City: 260 Charles Lindbergh Dr - Salt Lake City, UT
IA-Des Moines: 800 Walnut St - Des Moines, IA
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA
NC-Charlotte: 401 S Tryon St - 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.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.