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.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

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 Role
The Enterprise Complaints Management Office is actively searching for a qualified candidate to lead the complaint capabilities related to WF Auto and Personal Lending Group. This leader will be responsible for a team of about 250 team members and report to Michelle Adams, Consumer Lending Complaints Executive Office, ECMO Operational Quality, Risk and Third Party Leader. The core responsibility for this role is to lead a team that researches and resolves escalated complaints – this is the primary focus of the group.

Additional responsibilities include, but are not limited to:

Design and lead the specific complaint functions with accountabilities and responsibility over research, resolution, and communication to the customer of the final resolution.
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 are in place for team members so job duties and responsibilities are clearly understood and team members have the information and resources they need to perform.
Partner with analytics teams to develop and implement reporting, information delivery and presentations to key stakeholders regarding root cause, cost/benefit and risk analyses to set the foundation for change. The analysis will bring transparency to business problems and build compelling fact-based customer corrective actions and strategic improvement recommendations, which successfully engage line of business leaders and other stakeholders.
Work in tandem with the other Escalated Complaints offices to ensure consistency and continuous alignment on policy changes, procedure requirements, change management and quality/risk reviews.
Work in partnership with the Enterprise Complaints Data and Analytics Leader to establish relevant complaint metrics and execution of root cause analysis to bring transparency to corrective action needs, identify risks and continuous improvement opportunities.
Fully support line of business leadership in their accountability for successful execution of the Complaints Management Policy, appropriate escalation and controls, along with deeper identification of customer concerns through root cause analysis for their specific products and services.
Accountability for the consistent execution of customer complaint management processes.
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.

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 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.

Required Qualifications

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

Desired Qualifications

A Masters of Business Administration (MBA)

Other Desired Qualifications

Proven ability to provide leadership to an operations team and/or a customer service center
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
Experience leading complex projects and successfully driving change
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.
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 and creative problem solving techniques and possess critical thinking skills.

Job Expectations

Ability to travel up to 25% of the time

Street Address

TX-Irving: 2975 Regent Blvd - Irving, TX
AZ-PHX-Northwest Phoenix: 2222 W Rose Garden Ln - Phoenix, AZ
AZ-Chandler: 2850 S Price Road - Chandler, AZ
MN-Minneapolis: 550 South 4th St - Minneapolis, MN
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
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.

Business Functional Manager 2 - Enterprise Complaints Management Office (ECMO) - Military Veterans

Chandler, AZ

Chandler, AZ