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 Philippines
Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics. We operate in Taguig City, Metro Manila.

About the Department
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

About the Role

(Internally known as Procedure Writer/Publisher 2)

The incumbent will partner with clients or line of business subject matter experts to analyze audience and recommend strategy to address internal procedure documentation or web publishing needs.


  • Designs and composes complex manuals, materials and/or documentation related to procedures, policies and/or related web content.
  • Creates, edits and formats moderately complex to complex internal manuals, materials, and/or other documentation related procedures/policies; edits, reformats, and publishes moderately complex web content in accordance company standards/branding; reviews changes to business operations for potential impact to other documentation or resources.
  • Documentation and web content is typically new, changeable, or intertwined with multiple business operations.
  • Analyzes, recommends and documents business procedures and best practices, identifying process gaps and offering alternatives.
  • Actively participates in developing documentation or document publishing strategy, policy and guidelines.
  • May manage projects related to line of business technical business process implementation, certification efforts, and web publication.
  • Typically serves as team lead or escalation point.
  • Participates in establishing documentation and web publication guidelines, conducting procedure audits, certifications, or managing procedure timeline and pipeline.
  • May review regulatory changes or partner with regulatory change agents to proactively identify required updates.
  • May obtain appropriate approvals from management and governance teams (ORM, RECOR, Legal) and may facilitate certification process.
  • May update tables in appropriate systems and/or create basic process maps. May maintain document library or repository.
  • Typically completes quality control assessments of the work performed by team.

Market Skills and Certifications

Essential Qualifications:

  • Must be a graduate of a 4-year degree program (BS or BA) from any reputable university or colleges
  • At least 3 years of experience in technical writing, procedure writing, business process improvement editing and documentation
  • Must have experience in using tools such as Open Text and other web-based content management
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to research and resolve complex customer issues
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Strong time management skills and ability to meet deadlines
  • Ability to manage a pipeline of work following procedures with high accuracy from assignment to completion
  • Strong attention to detail and accuracy skills
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written and interpersonal communication skills

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. 68542


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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