About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

About Wells Fargo India

Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.

Department Overview
CB Data & Analytics within WFIP supports the Commercial Banking (CB) Data and Analytics across number of key businesses. The specific function in CBD&A support the CC4B organization in TMPS in CB.
TMPS supports our Treasury Management customers on Digital service, Payments and other internet solutions. CC4B (Customer care for business) is the service and operations organization for TMPS and has 6 functions:
  1. CC4B Servicing Office – TMCS : to help customers with their treasury needs and provide top-level, quality customer experiences with every interaction,
  2. CC4B Relationship Servicing Office: partners closely with Relationship Managers and leaders to provide best in class service to customers in the MMB-LOB
  3. CC4B Wells One® Service Center: Oversees Wells One Commercial Card servicing, fraud detection, card and token distribution for CEO services such as administration and money movement.
  4. CC4B Business Initiatives Office Overview: Provide support for major business initiatives across Commercial Banking and CB LOB to enhance the experience
  5. CC4B Complaints Office Overview: Responsible for Commercial Banking's compliance with the Complaints Management, Remediation and Redress policies .
  6. Fraud Detection for Business Office overview: Manage fraud risk for our clients through: education, fraud prevention tools and controls, detection strategies, and coordinating on recoveries.

About the Role:

The role supports Operational Capacity planning & WFM for CC4B, TMPS and will have 3 broad verticals of analytic:
  1. Understanding Present dynamics of Volume, benchmarks on AHT and available capacity through deep dive into Service view, Telephony and HR data. Creating detailed metrics on Utilization, surplus, shortages and team, site, TM level performance
  2. Forecasting the Capacity Need for Future through Volume forecast at different segments and using the AHTs, Attrition curve etc. to build WFM, scheduling, routing logics etc.
  3. Create reporting architecture to show overall and granular view on case volume and mix trends,work effort benchmarks, capacity utilizations, detailed drill downs and also a future (forecast) view on expected volumes, Capacity Planning, scheduling etc.
  4. Improving Cx through understanding drivers of experience using benchmark NPS scores, ML and Text analytics on Customer Survey analysis for service organizations; call transcriptions etc. to reduce the root cause of bad experience on phone, email or digital
This role will be responsible for partnering across teams to understand priorities on capacity plan and hence be able to deliver WFM using models, algorithms, optimization, reporting and dashboards etc. . This role is strategic is nature and will require experience in data and analytics- preferably in Operations research, Forecasting techniques, segmentation, linear optimization and work flow management.
The role will also require to use ML, AI algorithms to build optimizations as well as do text/speech analytics , transcriptions etc.


  • End to end Project management from discovery of core business problems, translation into analytic projects and delivery
  • Use robust analytic tools and techniques such as Time series forecast, driver analysis etc.- for forecasting & partner with several groups to accurately built in drivers of volume
  • Build Optimization algorithms such as Simplex optimization, nonlinear optimizations on routing, capacity allocation and queue management to deliver optimal capacity plan for CC4B

Market Skills and Certifications

Essential skills qualifications:
  • Master's degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis
  • 7+ years of experience in following: Statistical Modeling, Forecasting, Operations research
  • Partner Management experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment
  • 5+ years of experience developing SAS, SQL, Tableau, R/Python
  • 5+ years of experience in an environment that utilizes large relational databases such as SQL Server, Oracle, DB2, or Teradata
  • Excellent verbal, written and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy

Desired Qualifications:

  • Languages: T-SQL, PL/SQL, SAS, R/Python
  • BI Tools: Oracle BI, SSRS, Tableau
  • OS: MS Windows
  • Financial services experience (Wholesale Banking a plus) and Operations research
  • Understanding Financial products, systems, and platforms
  • Applications: MS Office (Access, Excel, Word), SharePoint

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.


At Wells Fargo, we’ve been proudly supporting military veterans and their families for more than 170 years.

We value the leadership, discipline, and skills you’ve gained through your service to our country and recognize the contributions our veteran team members bring to the table. We’re so committed to hiring and retaining military veterans, veterans with disabilities, National Guard members, and Reservists that we’ve made it our goal is to employ 20,000 veterans by 2020.

As a Wells Fargo team member, you’ll find a work culture that is team-oriented, collaborative, structured, and challenging. We support veterans transitioning from military service with a variety of job options, confidential resources, educational information, and career guidance. You may choose to join our Veteran’s Team Member Network, a group of thousands who share an interest in veterans’ matters, and that promotes greater awareness and job development within the veteran community. To learn more about opportunities at our company, please visit Let’s talk about turning your military experience into a great civilian career.

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