Manila,

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.

Internally known as Quality Manager 1

Responsibilities

:
  • Manages a team of Quality Control Specialists, Quality Monitors, or entry level Quality Assurance Analysts.
  • Responsible for quality assessment for a specific focus of the business, including monitoring methodology, quality scorecards, and reporting.
  • Is actively involved in daily operations.
  • Provides direction to ensure standards are maintained and recommends approaches to correct problems.
  • Advises subordinates on complex issues and problems. Identifies deficiencies and recommends corrective measures.
  • Duties may also include: identifying and providing input regarding quality program design, performance trends, innovations, or necessary changes to improve quality or service levels.
  • Communicates company and unit policies, procedures, and practices. Makes employment decisions and sets performance standards.
  • Provides guidance and feedback to correct performance.
  • Trains and coaches staff; writes and conducts performance evaluations.
  • Performs analyses on budget, products, processes, or programs as necessary.
  • Establishes root cause and develops cogent and comprehensive reports and recommendations.
  • May participate in or provide analysis of special projects as assigned.


Market Skills and Certifications


Essential Qualifications

  • Must be a graduate of a 4-year college program (BS or BA)
  • Must have at least 5+ years of experience in the BPO industry, preferably in the financial services environment, as a people manager
  • 3+ years of experience as a Quality Supervisor or Lead
  • 4+ years of experience in experience in one or a combination of the following: financial services administration, underwriting, claims resolution or quality assurance
  • Results driven with knack for data interpretation and analysis, reporting and root cause analysis
  • Must be an exceptional leader with a proven and verifiable track record of leadership accomplishments.
  • Ability to coach under performing individuals to improve results; be respectful but ensure there is a sense of urgency
  • Must be willing to work night shift: 9:00PM to 6:00AM (Philippine Time)
  • Able to independently and productively work from home (temporary basis), and eventually work in McKinley, BGC, Taguig City


Leadership Expectations at Wells Fargo


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.


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. 68337

Manila,

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 wellsfargojobs.com/military. Let’s talk about turning your military experience into a great civilian career.

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