ECR brings together key functions from across the company that help customers when they have concerns or have been adversely impacted by Wells Fargo. The key areas within ECR include Enterprise Complaints, Customer Remediation Center of Excellence, Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning, Customer Excellence Data and Analytics and Shared Services.

Enterprise Complaints listens to our customers to capture, understand, and address their concerns. It ensures the highest level of quality through robust quality and operational risk reviews. It establishes enterprise standards for the intake, research, and resolution of complaints for the bank and handles the highest-risk escalated complaints. It provides reporting and analysis at the business and enterprise levels and establishes standards for root cause analysis to pinpoint issues and share ideas for improving the customer experience.

The Enterprise Complaints team operates globally with all functions represented in India and Philippines. The total size of the team in I&P is in the range of 700 FTE. This role includes overall responsibility and local leadership for all Complaints teams based out of I&P. This role will be based in Manila in the Philippines.

In this role, you will:

• Manage and develop multiple specialized teams of managers and professional individual contributors of a large business group with focus on deliverables of moderate to high complexity, including risk product
• Focus on service for cross functional stakeholders and internal partners associated with the Escalations functional area, or who are affected by its outcomes
• Identify opportunities and strategies within Escalations functional area for process improvement, as well as risk control development for the achievement of customer service goals and objectives
• Manage budget and financial aspects of the business to meet overall goals
• Lead Escalations team by making strategic decisions to efficiently resolve highly complex issues to provide quality risk deliverables
• Interpret and develop range of policies, procedures, product, and service standards for business functions with moderate to high complexity and risk
• Collaborate with and influence all levels of professionals, including more experienced management, on strategy, operations management, and on building organizational effectiveness, as well as performance
• Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in Escalations functional area
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Customer Service, Client Relationship Management, Investor Facing, Disputes, Claims Resolution, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of Management experience

Desired Qualifications:

• Must have strong Operations management experience
• Candidate must have experience working in the US Banking Consumer space -and with banking regulation knowledge / Consumer practices in the US; good to have for multi geography
• Experience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.
• Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 300+

Job Expectations:

• Amenable to observe a night shift schedule, and work onsite (Five NEO, Taguig)

Reporting: Functional: Escalations Executive - ECR, COO Group, Wells Fargo

Local: Head of ECR - India and Philippines

Job Summary

Wells Fargo India and Philippines operates across 4 locations between India & Philippines with a combined strength of 45,000+ direct and vendor resources, providing enabling global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, and Corporate Functions such as Risk, Supply Chain, Finance and HR.

Reporting locally to the Head of I&P Enterprise Complaints and Remediation (ECR) and globally to the Head of Complaints Management within ECR, this position is responsible for overall management of the portfolio of Complaints Management functions delivered across India and the Philippines.

ECR brings together key functions from across the company that help customers when they have concerns or have been adversely impacted by Wells Fargo. The key areas within ECR include Enterprise Complaints, Customer Remediation Center of Excellence, Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning, Customer Excellence Data and Analytics and Shared Services.

Enterprise Complaints listens to our customers to capture, understand, and address their concerns. It ensures the highest level of quality through robust quality and operational risk reviews. It establishes enterprise standards for the intake, research, and resolution of complaints for the bank and handles the highest-risk escalated complaints. It provides reporting and analysis at the business and enterprise levels and establishes standards for root cause analysis to pinpoint issues and share ideas for improving the customer experience.

The Enterprise Complaints team operates globally with all functions represented in India and Philippines. The total size of the team in I&P is in the range of 700 FTE. This role includes overall responsibility and local leadership for all Complaints teams based out of I&P. This role will be based in Manila in the Philippines.

Key aspects of managing the operation include, but are not limited to the following:

Build a strong alignment with the Enterprise Complaints team across the spectrum of services. Develop organizational structure for optimal interactions and scale with Functional leaders for each sub-group. Contribute to and help execute the strategic direction for Ent Complaints. As a participant at the enterprise Complaints leadership table, ensure global growth and footprint are effectively managed from a metric delivery, risk and people perspective resulting in an integrated global organization. Delivery of services

Deliver a high level of stakeholder experience in all touchpoints.

Oversee delivery of services, providing local escalation for each of the functional groups operating from I&P. Partner with functional leadership to ensure seamless execution of goals and priorities.

Develop and manage department resources and expense budget.

Drive process improvement and productivity initiatives

Risk Management

Ensure a strong control environment is in place to manage operational, third-party, compliance and reputational risk in all activities.

Work closely with Control partners to ensure frontline risk and control management, including meeting Regulatory needs

Ensure alignment with Corporate Risk and Audit to meet all requirements.

Desired experience profile

• Required to have 15+ years' experience in Operations or Risk Management, preferably with a multinational corporation, with 8+ years in senior leadership roles
• Experience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.
• Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 300+
• Qualifications - Post Graduate preferred.
• Should have managed teams in a matrix environment.
• Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.
• Ability to handle multiple priorities and work to tight deadlines, coupled with a commitment to the highest quality standards and an eye for detail
• Team player, with the ability to gain confidence and trust at all levels of the organization, leveraging networks and overall strength of the enterprise
• Proven change management experience with solid decision making skills and analytical ability.
• Proven strong relationship management skills and demonstrated success in building partnerships, collaborating and influencing at senior levels across lines of business as well as with corporate partners and external vendors.
• Excellent people management experience including coaching, teaching and mentoring of team members
• Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
• Takes ownership for responsibilities and for management of risk exposure.
• A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.

Posting End Date:
28 Nov 2024
*Job posting may come down early due to volume of applicants.

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At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

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