About this role:

Wells Fargo is seeking a Control Management Manager

In this role, you will:

• Manage and develop a team to handle complex customer service tasks and create Escalations related initiatives and programs to support business goals and objectives
• Engage internal partners associated with the Escalations functional area
• Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
• Make decisions and resolve issues regarding internal and external client complaints
• Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
• Collaborate with Customer Service team and first line supervisors
• Interact directly with internal and external customers to resolve their inquiries and complaints
• Manage allocation of people and financial resources for aligned functional area or business group
• Mentor and guide talent development of direct reports and assist in hiring talent

• 4+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

• University degree in Business or related discipline.
  
  Experience in risk management (includes compliance, financial crimes, operational risk, audit, legal, credit risk, market risk, IT systems security, business process management)
  
  Strong understanding of Process, Risk and Control and experience with RCSA (Risk Control Self Assessments)
  
  Meaningful knowledge across enterprise risk management framework, including risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance
  
  Demonstrated capability to confidently raise issues, escalate early, and engage in constructive credible challenge independently
  
  Good communication Skills
  
  Strong written communication
  
  Attention to detail & critical deadlines
  
  Sound knowledge of MS Office especially Excel and PowerPoint
  
  Experience in Consumer Lending Auto Loan is preferred
  
  Certification in Risk Management such as ORM/FRM/CISA is desirable
  
  Strong relationship management skills
  
  Ability to effectively listen and elicit information
  
  Experience leading, training, and providing feedback to staff and corresponding managers

• Ability to exercise independent judgment to identify and resolve problems
  
  Time management skills and ability to meet deadlines coupled with experience renegotiating times lines when needed.
  
  Thorough knowledge of industry standards and best practices around risk management processes.
  
  Proficiency with risk types, methodologies and frameworks for evaluating or testing controls and assessing results, conducting research, and identifying control deficiencies.
  
  Experience in assessing risk, reviewing risk ratings, and identifying control deficiencies.
  
  Experience evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; additional experience analyzing business and/or systems changes to determine impact.
  
  Familiar with various quality assurance techniques.
  
  Risk management experience with demonstrated leadership skills and ability to drive improvements.
  
  Proficient at influencing and consulting strategically across a large organization and with various levels of leadership/stakeholders.
  
  Experience communicating in both written and verbal formats with senior executive-level leaders.
  
  Balance strong, innovative problem-solving skills with the practical ability to implement workable solutions to problems in a fast-paced, deadline driven environment.
  
  Demonstrated negotiation skills, especially with difficult topics when partnering with senior management. This includes the willingness and ability to question decisions, understand direction and escalate issues, where necessary.
• Night Shift (typically 7pm start of shift)
• Follows Weekends Off & PH Holidays