About this role:
Wells Fargo is seeking a Technology Operations Senior Manager for the IT Service Desk.
In this role, you will:
- Manage and develop teams of individual contributors and managers in roles with moderate complexity and risk in Technology Operations for the IT Service Desk. This will include managing vendor resources for the service desk.
- Drive continuous improvements and modernization of the service desk with a high level of focus on automation, data insights and improved customer experience
- Streamline processes and procedures through the use of Artificial Intelligence and automation to ensure issues are handled in the shortest amount of time possible and preferably through a self service mode approach.
- Manage and improve on key customer metrics such as Net Promoter Score thereby improving the overall customer experience delivered by the IT Service Desk
- Engage and influence stakeholders, internal partners and peers
- Identify and recommend opportunities for technology operations process improvement and development
- Drive key strategic initiatives associated with End User Experience, Operational Efficiencies, agent productivity and satisfaction
- Work with IT risk management, compliance and all lines of defense, including Audit, to ensure risks are proactively managed
- Institute controls in partnership with Operation Risks to ensure risk management is sustainable
- Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed
- Determine appropriate strategy and actions of technology operations team to meet deliverable
- Interpret and develop policies and procedures
- Collaborate with and influence all levels of professionals, including more experienced managers
- Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in technology operations
- Develop and guide a culture of talent development to meet business objectives and strategy
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- 6+ years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 3+ years of Management experience
- 15+ years Experience in Technology Operations, or equivalent demonstrated through experience in Global IT Service Desk environments servicing multiple regions globally
- Experience in modernizing the IT Service desk with focus and exposure in IT Service Management tools such as Service Now
- Experience in automation projects for the service desk including implementation of conversational chat bots and intelligent automation to reduce ticket volumes and create a high level of customer satisfaction and self service
- Hands On Experience in Data Analytics would be desirable
29 Nov 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
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.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.