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Operations Director (Fraud and Claims)

AT Wells Fargo
Wells Fargo

Operations Director (Fraud and Claims)

Bonifacio Global City, Philippines

About Wells Fargo India & Philippines

Wells Fargo India & Philippines is a critical component of Wells Fargo's strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo's needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila.

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Director who will be leading a large-scale Fraud and Claims Contact Center group. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

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In this role, you will:
  • Manage and develop specialized teams of managers and professional individual contributors with a focus on executing risk-based fraud and claims program, Contact Centre for Claims and Recovery
  • Identify, formulate, and implement risk policies, procedures, and controls for the respective business or enterprise functions associated or affected by its outcomes
  • Identify opportunities and strategies for formulating and implementing risk policies, procedures, and controls for business or enterprise function
  • Address issues and maintain an awareness of fraud and claims activity across the company
  • Lead fraud and claims team by making strategic decisions to resolve reporting of fraud and claims activities
  • Interpret and develop range of procedures, controls, and trend data in order to ensure proactive identification of fraud and claims activity
  • Collaborate with and influence immediate fraud and claims colleagues as well as more experienced business leaders
  • Manage allocation of people and financial resources for Fraud and Claims Operations
  • Develop and guide a culture of talent development to meet business objectives and strategy
Required Qualifications:
  • 8+ years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience, including Management experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
  • 4+ years of management experience
Desired Qualifications:
  • Candidate must be a graduate of a bachelor's degree or higher.
  • Candidate must have at least 8 years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience in a leadership capacity.
  • Candidate must have a minimum of 4 years people management experience handling senior leaders and stakeholders.
  • Candidates can be from a peer bank or a third party / BPO supporting a bank or financial institution.
  • Global Knowledge and excellent understanding of Banking domain.
  • Strong experience in developing and implementing operations strategy and delivery model.
  • Strong experience in managing large teams, developing strong performing teams and mentoring / coaching people to become leaders.
  • Exhibits strong relationship / negotiation orientation with senior level business partners globally.
  • Ability to work in a matrix environment and managing multiple competing priorities.
  • Excellent Communication, planning and organizing skills.
  • Excellent verbal, written, and interpersonal communication skills.
  • Strong stakeholder management, networking, and relationship management skills.
  • Strong client orientation and understanding of operational risk.
  • Passion for quality and improving controls and operational performance.
  • Ability to drive change and transformation, project management & implementation in business operations.
  • Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
  • Takes ownership and accountability for responsibilities, business outcomes, and for management of risk exposure.
Job Expectations:
  • Manage a large-scale Fraud and Claims Contact Center.
  • Flexible working hours and working days (mid - night shift).
  • Prior experience in resiliency planning and execution.
  • Workforce management and capacity planning.
  • Amenable to work onsite at Taguig.
Posting End Date:
27 Feb 2025
*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.

Client-provided location(s): Taguig, Metro Manila, Philippines
Job ID: WellsFargo-R-417036
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • FSA
    • HSA
    • Mental Health Benefits
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Adoption Assistance Program
    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Return-to-Work Program
  • Work Flexibility

    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Performance Bonus
    • Stock Purchase Program
  • Professional Development

    • Tuition Reimbursement
    • Access to Online Courses
    • Internship Program
    • Associate or Rotational Training Program
    • Promote From Within
    • Mentor Program
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program
    • Unconscious Bias Training

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