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
• The Manager will play a crucial role in leading and managing a team of professionals involved in AI and natural language processing projects. The ideal candidate will have extensive experience in people management, project management, AI/NLP technologies, and risk management

• 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
• Experience in Risk Management, Business Controls, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Leadership experience

• With a proven track record of successfully managing teams and projects. Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve their full potential. Expertise in AI/NLP technologies, algorithms, and methodologies, with hands-on experience in developing and deploying AI/NLP solutions. Proficiency in project management methodologies, tools, and techniques, with a focus on Agile practices. Excellent communication skills, both verbal and written, with the ability to effectively communicate complex technical concepts to non-technical stakeholders. Solid understanding of risk management principles and practices, with the ability to identify and mitigate project risks. Experience in mentoring and coaching junior team members, fostering their professional growth and development. Strong analytical and problem-solving skills, with a keen attention to detail and a results-oriented mindset.

• 10+ 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
• Lead and manage a team of professionals, including recruiting, training, mentoring, and performance management. Oversee the planning, execution, and delivery of AI/NLP projects, ensuring they are completed on time, within budget, and meet quality standards. Provide technical guidance and mentorship to junior team members, sharing best practices, industry trends, and advanced techniques in AI/NLP. Collaborate with cross-functional teams, including software engineers, data scientists, and product managers, to define project requirements, scope, and deliverables. Develop and implement risk management strategies to identify, assess, and mitigate project risks, ensuring smooth project execution. Stay current with the latest advancements in AI/NLP technologies, methodologies, and tools, and evaluate their potential impact on project outcomes. Serve as a subject matter expert on AI/NLP topics, providing insights and recommendations to senior leadership and stakeholders. Foster a culture of innovation, collaboration, and continuous improvement within the AI/NLP team.