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.
Consumer and Small Business Banking is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The Consumer and Small Business Banking organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers.
The Branch Banking Complaints Resolution Leader is a critical part of the Business Solutions & Initiatives Team who will lead and support comprehensive assessments and solution development for significant business challenges and/or opportunities for branch banking, identified as part of our Customer Complaints process. This will include engaging with senior executives and SME's to understand the challenge; structuring work needed to identify analysis needed; providing direction to analysts; reviewing/incorporating results into the assessment; and preparing/delivering final recommendation back to the senior executives, driving to a decision, and supporting implementation. Critical to engage a broad group of resources from the business, strategy team, and others as needed in a 'virtual team' model. Finally, includes engaging key business and support stakeholders and socializing work product along the way, to ensure full collaboration and a consensus recommendation for approval.
Specifically, this individual will partner with the Enterprise Complaints and Allegations teams, Branch Banking Data Analytics and other enterprise and Branch Banking functional areas to identify and resolve emerging operational risks, control gaps and/or reputational risks originating from customer complaints and/or employee allegations. They will lead the assessment and identification of root causes identified through the monthly and ad-hoc processes, develop and execute resolution plans to address those gaps, and provide key stakeholders with frequent updates on initiatives and progress towards resolution. Finally, this individual will lead and/or contribute to the development and implementation of reporting and dashboards that are presented to senior management in Risk & Control meetings, Business Unit Reviews, and other executive forums.
*Other Wells Fargo hub locations may be considered
10+ years of strategic planning experience
5+ years of strategy consulting experience
5+ years of financial services industry, consulting or regulatory experience
A BS/BA degree or higher
A Master's degree or higher
Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, and Project) skills
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Ability to initiate action, make difficult decisions, and generate creative solutions
Ability to translate and present complex data in a manner that educates, enhances understanding, and influence decisions
Ability to synthesize complex analytical findings into executive level communications
Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals
Ability to exercise independent judgment and creative problem solving techniques
Ability to take initiative and work independently with minimal supervision in a structured environment
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to effectively partner and influence at the executive level
Other Desired Qualifications
3+ years of strategic consulting experience with a major consulting firm, with proficiency in methodologies such as Engagement Initiation and Leadership, Quick-Start Teaming, Stakeholder Interviewing, Data collection and analysis, Group facilitation techniques, and High-impact presentation development and delivery
3+ years of operations or risk management experience
Documented success in assembling teams and executing strategic engagements and initiatives through matrix and/or shared resources – including recruiting, training, coaching and leveraging junior consultants and analysts
Solid business acumen including competency in identifying, comprehending and synthesizing industry data, creating hypothesis of market trends and assessing business implications; exceptional quantitative, analytical, and creative/conceptual problem solving capabilities
A natural orientation toward delving deeper to identify new and to enhance proposed solutions vs. leading the day-to-day delivery of defined solutions (while capable of both if needed)
Demonstrated ability to create, maintain, and leverage strong interpersonal relationships and a highly effective network at all levels of the organization
Ability to travel up to 10% of the time
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.
Internal Number: 5556278-5
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo